Global Payments is a leading provider of electronic payment services to merchants around the world, operating and providing solutions in 54 countries.
We build and run technology that handles billions in payments each year. As a member of our Infrastructure & Operations team, you will design, implement and enhance service management process and practices across our IT organisation.
Qualities you will bring in your role
Strong sense of ownership, commitment and enthusiasm for delivery of high-quality outputs
Customer focus with a service-oriented mindset
Strong initiative in seeking out continuous improvement
Superior ability to authoritatively and clearly articulate to both technical and non-technical audiences
Strong interpersonal skills with the ability to cultivate collaborative relationships with colleagues and internal customers
Enjoys and comfortable working on a varied scope of projects and tasks
What will your role entail
Collaborating closely with colleagues from across our technology function develop and establish best in class service desk support model.
Ensure appropriate service levels, processes and controls are in place to support effective service availability, performance and capacity management that are delivered in a structured, process driven fashion.
Take ownership for communications during service affecting issues, ensure full root-case analysis is documented and that resulting corrective action plans are tracked & completed.
Own day-to-day vendor and supplier management processes ensuring value is being delivered to mutual expectations and agreements.
Own Business Continuity Processes co-ordinating with teams from across the organisation to maintain compliance.
Participate in the identification, analysis and mitigation of operational risks
Develop and enhance service KPIs and metrics to drive informed decision making and continuous improvements
What expertise you need in your role
Demonstrable experience of gaining broad technical understanding of core technologies & platforms and the business dependencies upon them
Excellent communication and presentation skills with strong attention to detail
Significant knowledge and experience of implementing ITIL / IT SM frameworks and best practices
Practical experience of process design, implementation and improvement with a focus on continued streamlining and efficiency
Proven track record of working with external service providers and building strong relationships with them
Experience of participating in IT and compliance audits
Excellent problem solving and decision-making skill
Line management or team lead experience
What would be useful in your role (but we can support you to learn )
Six Sigma or equivalent
Compliance standards such as PCI DSS
Knowledge and appreciation of Agile methodologies
What your role will offer you
A highly collaborative and open work environment
Career development as we rollout a strategy to evolve our fast growing IT organisation and work practices
Opportunity to own interesting projects that will significantly contribute and shape our future operating model
Competitive and comprehensive remuneration package with generous performance-based bonus