Service Owner Operational Excellence Program Management IT Strategies

We are seeking a dynamic transformational Service Owner to join the Corporate IT Monitoring Center. The Service Owner has a pivotal role within the End User Support organization responsible for the strategic direction performance and continuous improvement of services provided by the Major Incident Management and Monitoring team. This role is essential in ensuring the services align with business vision drive strategy and deliver significant value to stakeholders.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership  Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.
• Service Efficiency  Oversee the efficient operation of the service ensuring optimal performance and swift resolution of any issues.
• Continuous Improvement  Drive continuous improvement initiatives to enhance service quality informed by performance data and stakeholder feedback.
• Automation/Self Services  Be passionate about automating and simplifying process and drive a culture of selfservices
• Strategic Alignment  Ensure that the services strategic direction is closely aligned with the organizations goals and objectives.
• Stakeholder Engagement  Maintain strong relationships with all stakeholders ensuring their needs are met and expectations managed.
• Risk Management  Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided ensuring it evolves to meet future business needs and technological advancements.

• Service Transition  Manage the transition or intake  of new or changed services into the operational environment ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition
• Service Operation  Oversee the daytoday operation of services ensuring they meet agreedupon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.
• Capacity and Demand Management  Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.
• Service Improvement  Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.
• Stakeholder Management  Engage with and manage relationships with End User Support Business Partners and Business stakeholders involved in the service ensuring communication and collaboration. Ensure stakeholder needs are anticipated met and expectations are managed throughout the service lifecycle.
• Risk Management  Identify assess and manage risks associated with the service with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.
• Compliance  Ensure the services comply with all Corporate Key Controls and organizational policies ensuring the service remains fully compliant.
• Collaboration  Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.
• Budgeting and Cost Management  Ongoing transformational approach seeking costsaving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

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 23 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:
Bachelors degree in information technology Business Management or a related field.
6 years of experience in IT Service Management with a focus on Service Ownership or management.
 Demonstrated understanding of tools and technologies and metricsdriven approach to Service Operations.
Ability to analyze complex data identify trends and drive continuous improvement.
Proven experience in strategic planning transformational leadership and operational management.
Excellent verbal written and presentation skills. Demonstrated ability to effectively communicate technical and business issues and solutions across multiple organizational levels both internally and externally.
Excellent communication leadership and stakeholder management skills.
Proven experience in transformational risk management budgeting and ensuring compliance within an IT service environment.
Natural collaborator with excellent verbal written and presentation skills.
Selfmotivated with the ability to exercise independent judgment with minimal direction from supervisor.
Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
Good understanding of process orientation understanding of project management techniques methodologies and best practices.
Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success.
Ability to set goals and objectives prioritize and manage situations to satisfactory completion.

Preferred Qualifications:
ITIL certification or equivalent.
Experience with ServiceNow ITSM Tool.
Experience managing largescale IT services in a dynamic and transformational environment.
Familiarity with OKRs and other performance management frameworks.
Proven track record of driving change and transformation.
Experience leading and working with highly effective teams through major technology transformations.
Strong conviction to drive things to closure with a high sense of ownership low ego and a proactive solutionoriented attitude.
Excellent attention to detail analytical thinking and independent judgment.

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.

Remote Work :

No

Employment Type :

Fulltime