Program Manager - Support Transition

Company Description

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.

Job Description

Job Summary:
The Program Manager - Support Transition is responsible for ensuring a smooth transition of new or modified services, projects, and programs into the Corporate Technology Support Area. This role is crucial for establishing and maintaining governance around strategy execution, tracking the area's strategy progress, and serving as a focal point to monitor the demands for transitioning work from areas like  engineering/cybersecurity to support.

This role involves coordinating with various teams and stakeholders to ensure that all support requirements are met and that services are delivered effectively and efficiently. Additionally, the role includes managing the intake process to properly assess and integrate new services and changes into the support framework.

 

Key Responsibilities:

• Develop and implement transition plans for new or modified services.
• Collaborate and oversee resource allocation, timelines, and risk management for service transitions.
• Manage the intake process for new services and changes, ensuring proper assessment, prioritization, and documentation.
• Collaborate with stakeholders to gather detailed requirements and ensure alignment with support capabilities.
• Work with project managers, service delivery teams, and support teams to gather requirements and ensure readiness for transition.
• Serve as the primary point of contact for all transition and intake-related activities.
• Ensure all necessary documentation and   knowledge transfers are completed to ensure support teams are fully trained to handle new services.
• Conduct service readiness assessments to ensure all criteria are met before transitioning services to support.
• Obtain formal acceptance from support teams and stakeholders before go-live.
• Identify, assess, and mitigate risks associated with service transitions and intake processes.
• Develop contingency plans to address potential issues during and after the transition.
• Monitor the performance of transitioned services to ensure they meet agreed-upon SLAs and performance metrics.
• Prepare and present transition and intake status reports to stakeholders and management.
• Identify opportunities for improving the service transition and intake processes.
• Implement best practices and lessons learned from previous transitions to enhance future projects.

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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.

Qualifications

Basic Qualifications:

• 5+ 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, OR 8+ years of relevant work experience.

Preferred Qualifications

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• The Program Manager - Support Transition is responsible for ensuring a smooth transition of new or modified services, projects, and programs into the Corporate Technology Support Area. This role is crucial for establishing and maintaining governance around strategy execution, tracking the area's strategy progress, and serving as a focal point to monitor the demands for transitioning work from areas like engineering/cybersecurity to support.
• This role involves coordinating with various teams and stakeholders to ensure that all support requirements are met and that services are delivered effectively and efficiently. Additionally, the role includes managing the intake process to properly assess and integrate new services and changes into the support framework.
• Proven experience in service management, service transition, intake management, or a similar role.
• Strong understanding of relevant frameworks and best practices (e.g., ITIL).
• Excellent project management skills, including planning, scheduling, and risk management.
• Proficiency in creating and maintaining documentation and knowledge transfer materials.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Knowledge of project management principles and Agile development methodologies.
• Demonstrate good attention to details, ability to think analytically and independently.
• Some knowledge and hands-on experience of technical implementations of large scale, highly available, robust web/mobile and Payment Services applications.
• Good skills and knowledge of facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.

Additional Information

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 119,100.00 to 172,600.00 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.