Manager, IT Business Services

Global Payment Holding Company - Alpharetta, GA

Full-time - Manager

Alpharetta, GA

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Manager of IT Business Services is responsible for leading a team of IT Service Management (ITSM) experts within the IT Service Management Organization. This role focuses on utilizing the ITIL 3 and 4 frameworks to enhance ITSM processes and user experiences. The manager will collaborate across various teams to define and implement ITSM strategies, ensuring alignment with business priorities and driving continuous improvement in IT service delivery.

Responsibilities

• Manage a team of IT Service Management experts utilizing ITIL frameworks.
• Define team objectives and outcomes to drive success.
• Attract and retain talent, investing in the growth of team members.
• Create a positive and inclusive team culture.
• Facilitate product discussions to enhance employee experiences with ITSM tools.
• Establish relationships with ITSM partners and stakeholders.
• Ensure ITSM frameworks align with business priorities.
• Address escalated issues and drive continuous process improvement.
• Oversee documentation for audits and reviews.
• Champion stakeholder needs in evolving ITSM tool experiences.

Requirements

• 5+ years of IT Service Management practice ownership.
• 5+ years of Product/Program Management experience leading high performing teams.
• 5+ years working with cross-functional teams.
• 3+ years leading complex projects with multiple workstreams.
• 3+ years of experience in the fintech/payments industry.
• 3+ years in a team leader or management position.
• Bachelor's degree or equivalent experience in payments industries.
• ITIL v3 certification or higher.

Nice-to-haves

• Strong technical acumen and relationship building skills.
• Experience with cloud and IT Service Management software.
• Ability to thrive in ambiguity and create clarity.
• Empathy for stakeholders and end users.

Benefits

• Medical, dental, and vision care
• EAP programs
• Paid time off
• Recognition programs
• Retirement and investment options
• Charitable gift matching programs
• Worldwide days of service