Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. Key responsibilities include:

Continual improvement of services and processes

Building strategic partnerships throughout the organization

Managing services throughout their lifecycle

Influencing decisions as a customer advocate

Facilitating transparent communication and collaboration

Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targetsAnalyzing ServiceNow data to identify service gaps and drive improvementsMeeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needsDriving service transition and integration activities beyond minimum requirements, striving for world-class deliveryDeveloping actionable plans with key deliverables/milestones, eliminating ambiguityCommunicating with high energy, excellent verbal, written, and presentation skills are essentialCreating clear and actionable service-related communications for distribution to targeted audiencesBuilding partnerships and encouraging collaboration to maximize continual improvement opportunitiesTransforming complex technical concepts into precise, audience-appropriate languageLeading in ambiguous high-pressure situations and working independently with limited directionPrioritizing and managing a wide range of competing initiativesTaking ownership of urgent customer items and building strong relationships with internal customersOptimizing service delivery by aligning technology owners with best practices and methodologiesChallenging assumptions and the status quo, exhibiting strong organizational courageDeveloping persuasive business plans and proposals that maximize return on investmentExhibiting strong problem-solving skills and critical thinking techniquesUnderstanding organizational change management and user experience improvement techniquesEngaging professionally with people at all levels, using strong interpersonal skillsManaging time and priority with attention to detail across a wide array of competing initiativesIntegrating into a team of technical, process improvement, and change management professionalsProviding quarterly written proposals to leadership on biggest ITSM opportunity areas to serve the Asia Pacific region

The successful candidate will possess the following qualities:

Strong ideation and problem-solving skillsResults-oriented with a continuous improvement mindsetCoachable and positive attitudeStrong and concise communicator, effective listener, and empatheticSelf-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership and possess excellent communication skills.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

BASIC QUALIFICATIONS
• 8 years of work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD)
• ITIL Foundation or Intermediate Certification
• ServiceNow Experience

PREFERRED QUALIFICATIONS
• Project Management Professional (PMP) certification or equivalent project management certification
• 3-5 years project leadership experience
• 1-2 years directly supporting the user community
• 2 years providing updates to senior leadership
• Strong knowledge of Microsoft Office – Outlook, Excel, PowerPoint, SharePoint, & Visio
• Proven experience designing ServiceNow queries – generating related reports & dashboards
• Proven experience in MS Power BI
• Proven experience developing Standard Operating Procedures
• Proven experience designing and/or improving business and/or process flows

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.