Service Owner (Major Incident Management & Monitoring)

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 Service Desk 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 self-services
• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's 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 day-to-day operation of services, ensuring they meet agreed-upon 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.
• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.
• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving 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 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:
• Bachelor’s 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.
• Strong knowledge of ITSM frameworks and tools, particularly ServiceNow.
• 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.
• Self-motivated 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 large-scale 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.
• Demonstrated understanding of tools and technologies and metrics-driven approach to Service Operations.
• Strong conviction to drive things to closure with a high sense of ownership, low ego, and a proactive, solution-oriented attitude.
• Excellent attention to detail, analytical thinking, and independent judgment.

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.