Service Owner

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Service Owner will own transformational leadership by driving transformational change within the service by identifying and implementing innovative solutions that address evolving business needs. They will measure the service efficiency by overseeing the efficient operation of the service, ensuring optimal performance and swift resolution of any issues. The incumbent will have a continuous improvement mindset by driving continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.

In addition, the incumbent should be passionate about automating and simplifying process and drive a culture of self-services, ensure that the service's strategic direction is closely aligned with the organization's goals and objectives, maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed, and proactively identify and mitigate risks to ensure uninterrupted service delivery.

Essential Functions:

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

• Service Transformation and Evolution:
  • Define and manage capacity and demand for services to anticipate future growth and transformational needs, ensuring services can scale efficiently to meet changing organizational demands.
  • Leverage data analytics and insights to drive Objectives and Key Results (OKRs) that enhance service quality and effectiveness.
• Service Transition and Operation:
  • Manage the transition of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations.
  • Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets.
• Problem Management:
  • Proactively seek opportunities to identify recurring issues and reduce the number of issues at Level 1 support.
  • Identify root causes of problems, known issues, and implement solutions to resolve problems expediently.
  • Conduct root cause analysis and implement corrective actions to prevent recurrence of issues.
  • Manage reactive problem management by addressing incidents as they arise and ensuring timely resolution.
  • Maintain accurate documentation of problems, known errors, and resolutions.
• Continuous Service Improvement:
  • Lead transformational initiatives to improve IT Service Management (ITSM) practices within the organization.
  • Focus on a statistic-driven approach to operational support management, reducing the time taken to resolve or fulfill tickets.
  • Foster a customer-centric approach and help cement this culture throughout the Level 2 support organization.
• Stakeholder Management:
  • Engage and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service.
  • Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.
• Risk Management:
  • Develop and maintain risk management plans and documentation for all services
  • Monitor and review risk management processes to ensure they are effective and aligned with organizational objectives.
  • Ensure services comply with all corporate key controls and organizational policies, maintaining full compliance.
• Compliance and Governance:
  • Ensure compliance with internal audit and governance frameworks.
  • Ensure change management processes are compliant and follow the Visa Golden Rules of Change.
  • Maintain compliance with all relevant regulatory and corporate standards.
• Budget and Cost Management:
  • Adopt a transformational approach to budgeting and cost management, seeking cost-saving opportunities while maintaining or enhancing service quality.
  • Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.
  • Track and report on budget performance, ensuring transparency and accountability in financial management.
• Collaboration:
  • Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred 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.

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.