Manager, IT Business Services

Global Payments - Alpharetta, GA

Full-time - Manager

Alpharetta, GA

Credit Intermediation and Related Activities

About the position

The Manager of IT Business Services at Global Payments is responsible for leading a team of IT Service Management (ITSM) experts, utilizing ITIL frameworks to enhance user experiences and productivity. This role involves collaborating across various teams to define and implement ITSM strategies, ensuring alignment with business priorities, and driving continuous process improvement. The ideal candidate will possess strong leadership skills, technical acumen, and a passion for empowering team members to achieve their best work.

Responsibilities

• Manage a team of IT Service Management experts utilizing ITIL frameworks.
• Define team objectives and outcomes to drive success across boundaries.
• 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 and manage dependencies with ITSM partners and stakeholders.
• Ensure ITSM frameworks align with business priorities and address escalated issues as needed.
• Drive continuous process improvement and ensure documentation is available for audits.
• Oversee the creation and maintenance of documentation for processes and procedures.
• Champion stakeholder needs to enhance their experience with ITSM tools.

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 required or more than five years of related experience in payments industries.
• ITIL v3 certification or higher.

Nice-to-haves

• Strong stakeholder and end user empathy.
• Experience with cloud and IT Service Management software for enterprise.
• Technical aptitude with excellent visual and verbal communication skills.
• Knowledge of IT Operations and software development lifecycle methodologies.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Employee assistance program