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Company

Global Payments Inc. · 4 hours ago

Manager, IT Business Services

Atlanta, GA

Full-time

Remote

Mid, Senior Level

5+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITILITSMITIL v3 certificationService Portfolio ManagementBusiness Relationship ManagementOrganizational Change ManagementCloud softwareIT OperationsSoftware development lifecycleProduct ManagementProgram ManagementStakeholder managementITSM toolsVisual communicationContinuous process improvementAudit documentationPayments industry experience

Required

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

Bachelor’s degree required; or more than five years of related experience in payments industries

ITIL v3 certification or higher

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