The Director of Global IT Change Management will hold functional ownership over the entire IT Change Management process, strategic process roadmap for enabling Continued Improvements and governance of IT changes throughout their lifecycle. The position will have Change Management Process ownership for enabling the needed workflow in the service management change tool, Service Now, and the functional oversight of the Global Enterprise Change Advisory Boards. The position will manage and lead the Global Change Management team to ensure all daily Change Management business-as-usual activities. A significant aspect of this role includes high involvement with various Global Regulators as part of external examinations.
Essential Functions:
Provide strategic leadership and management to the Global Change Management team.
Oversee the IT Change Management process, which includes but is not limited to, change reviews, and approvals.
Global Owner of the Enterprise Change Advisory Boards, fostering an environment of collaborative Risk based decision-making of Changes presented to CAB.
Ensure the Change Management process aligns with audit, compliance, and risk activities.
Strategically set the technical requirements for the effective and efficient workflow of the Change Management process lifecycle in the Service Management Change Tool (Service Now).
Oversee daily Change Management activities, ensuring they align with strategic objectives.
Project Management, Manage Change Management Global team resources and timelines for change projects to ensure they are implemented effectively and on schedule.
Maintain and enhance a robust governance framework for managing IT changes.
Collaborate with other IT and business leaders to promote the effective use of the Change Management process.
Provide regular reports on the status of IT changes to stakeholders at all levels of the business.
Responsible for scripting and automation tasks as they pertain to periodic metrics gathering for reports.
Continual Improvement, regularly review the Change Management process to identify areas for improvement and optimize efficiency.
Proactively identify and manage risks associated with IT changes.
Maintain a high level of involvement with various Global Regulators as part of external examinations, ensuring compliance with all regulatory requirements. This also includes, but is not limited to, SOX, PCI, SSAE21.
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.
Basic Qualifications
• 10+ years of relevant work experience and a Bachelors degree, OR 13+ years of relevant work experience
Preferred Qualifications
• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 10 years of equivalent work experience in IT Change Management
• Proven experience in a similar role, preferably in a global organization.
• Strong understanding of IT Change Management principles and practices.
• Experience designing Change Management process workflow and the enablement of enterprise service management platform. Service Now experience a plus.
• GenAI and AI Prompt Engineering skill and experiences a plus.
• Understanding of Cloud (IaaS, SaaS, PaaS) and various platforms and technology. Change Management oversight of Applications run on AWS, GCP experience a plus.
• Demonstrate working experience creating and managing change management key controls, policies, and procedures.
• Excellent leadership and team management skills.
• I.T. Operations experience in a 24x7x365 large scale global data center and support model is a plus.
• Strong data analysis capabilities.
• Strong problem-solving skills and the ability to make decisions.
• Excellent communication skills, both written and verbal.
• Experience with ITIL or other service management frameworks is desirable.
• Experience interacting with Global Regulators and managing external examinations is very desirable.
• Able to present effectively to executive level audiences.
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 146,700.00 to 212,800.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
