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Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Summary: The Manager is responsible for managing as part of the IT Service Management Organization, leading a team of IT Service Management (ITSM) experts utilizing the ITIL 3 and 4 framework and best practices. Advises on complex and critical issues within IT Service Management. A high energy leader who is passionate about leading a high performing team that builds modern ITSM experiences and processes that drive great user experiences and productivity. This leader must move fast and learn fast. This is a highly collaborative role, working across the IT Service Management organization, the larger IT organization, and the business to define and implement the ITSM strategies and solutions. This role requires a strong ITSM leadership background and ITIL framework knowledge. Skills: Self-driven individual with strong technical acumen, relationship building skills and understanding our business:
Focus on ITIL / ITSM Strategy including but not limited to: Service Portfolio Mgmt, Business Relationship Mgmt, Organizational Change Mgmt specifically within ITIL/ITSM realm (establishing the strategy and maintaining the process), and establishing and maintaining the ITIL/ITSM Frameworks across the enterprise. Strong stakeholder and end user empathy and eagerness to drive clarity through ambiguity. Works closely with data and partners with internal teams as well as ITSM tools to continually drive feature and capability improvements. Deliver success through empowerment and accountability through modeling, coaching, and caring. Demonstrate a growth mindset and take pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves. Passionate about making others successful. Stakeholder focused, with the ability to cut through the noise and build what stakeholders need and not always what they want. Willing to take risks, fail fast (if needed) and try again Collaborate across multiple teams both within and outside our internal organization Background in cloud and IT Service Management software for enterprise. Collaborate with ITSM tools teams in building experiences that can connect to and integrate with a variety of other tools and technologies. Technical aptitude with excellent visual and verbal communication skills Knowledge and experience with IT Operations and software development lifecycle supporting methodologies & tools.
Key Responsibilities
Practice our leadership principles. Define team objectives and outcomes Enable success across boundaries; Help the team adapt and learn. Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others. Create a positive, inclusive, and collaborative team culture where your team can do its best work Facilitate product discussions that will result in rich, intuitive employee experiences utilizing IT Service Management tool suite and surrounding apps Thrive in ambiguity and create clarity for the team Establish relationships, influence, and manage dependencies with ITSM partners and stakeholders and position the team as contributors to the ITSM strategy and overall Business Technology Services success. Ensure that the ITSM frameworks align with business priorities Address escalated issues as needed Drive continuous process improvement. Ensures written documentation is available for audit, exams and reviews. Identifies and resolves concerns from audit reviews and stakeholders. Oversee the creation and maintenance of documentation, including annual reviews or processes and procedures. Manages, monitors and evaluates the successful implementation of processes and procedures. ITSM expertise and combine it with your understanding of our stakeholders'/users' needs to solve their complex business challenges by advancing the capabilities of the ITSM tool suites. Champion and advocate for our stakeholders in evolving their experience with the ITSM tools and ability to use the product to solve business challenges.
Experience
5+ years of IT Service Management practice ownership 5+ years of Product/Program Management experience and leading high performing teams 5+ years working with cross-functional teams 3+ years leading complex projects with multiple consecutive workstreams 3+ years of fin/tech (payments industries) experience 3+ years in a team leader or management position
Education
Benefits
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/ This position is eligible to be considered for remote hiring anywhere in the USA. #LI-Remote Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.
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Global Payments
paid time off
Nov 18, 2024