Senior Director Continuous Service Improvement Visa Foster City

Job Description
The “Senior Director, Continuous Service Improvement” role will provide expertise and leadership to manage process improvement and process reengineering within Visa’s Global Operations Control Center organization. The objective is to continually improve the effectiveness and efficiency of IT processes and services, in line with standards such as ISO 20000. This is a key technical leadership opportunity with responsibility designing, building, evolving, and sustaining the improvement of critical technology operations processes based on the ITIL framework. The successful candidate will have knowledge of and employ Six Sigma process improvement techniques within the Visa organization to optimize ITIL processes such as incident, problem, change, request, and release management.

This Senior Director Position works with senior management to identify improvement areas, create business justifications, and manage projects and resources, and reports metrics on a regular basis. The reporting involves the tracking of progress of initiatives to support the organization’s short and long-range technology strategy objectives. The Senior Director also consults with management regarding associate performance, development of senior technology associates and managers in terms of performance and communication skills, and metrics reporting. The successful candidate should have minimum of 10+ years’ experience in Process Improvement, Six Sigma, and ITIL with 5 years’ experience leading teams within a global technology organization. The candidate must be familiar with and passionate about ITIL processes and with delivering improvements to processes that meet defined business objectives on a continuous basis. The Senior Director will interact with broad groups including product development, architects, infrastructure engineering and operations to understand and solve problems in a collaborative fashion. A very deep understanding of Six Sigma techniques is a must.

Responsibilities

Work directly with technology leaders, business leaders, and product development professionals to instill a Continuous Service Improvement Center of Excellence (CSI-CoE)
Assist in technology project prioritization and selection to maximize business and functional benefit and alignment to central strategy
Establish processes and systems to track and report monthly on status of tracking of CoE initiatives and projects including benefits, resources, and financials
Institute a robust staffing plan to onboard and train critical mass of black and green belt Six Sigma experts as well as seasoned ITIL practitioners
Build a Process Excellence training curriculum based on Six Sigma, Lean, etc. and administer appropriate training to required experts
Coordinate and mentor experts from within and external to the CoE and ensure broad representation across technology
Establish and ensure excellent working relationships with technology teams, product development groups, and CoE members

Qualifications

Bachelor degree in a technical field such as computer science, computer engineering or related field required. MS, MBA, other related advanced degree preferred.
10+ years’ experience in Service Process Improvement, ITIL, and Six Sigma with 5 years’ experience leading teams within a global technology organization
Familiarity with IT standards such as ISO 20000
Proven experience delivering large scale, highly visible strategic projects spanning multiple product domains and groups that have significantly improved the process efficiency, business functionality, availability, and process sigma ratings
Strong technical vision that is aligned to delivering business goals and objectives.
Ability to handle multiple competing priorities in a fast-paced environment
Familiarity with broad set of infrastructure technologies including:
Compute technologies – HP, Dell, Cisco Unified Computing System
Converged Infrastructure
Block, File, and Object based Storage Technologies. Protocols including CIFS, NFS, iSCSI, FC, FCOE
Network Technologies - specifically Cisco and Arista platforms, SDN concepts, TCP/IP, DNS, Routing Protocols
Catalog based automated infrastructure delivery services in private and public cloud.
Automation, orchestration tools and frameworks
Cloud infrastructure delivery models including IaaS, PaaS and operating in services model.
Excellent written and verbal communication skills along proven presentation abilities
Ability to mentor and coach team and attract strong technical talent
Strong organizational, planning, triaging, prioritizing and execution skills.
Understanding of current and emerging technologies and Industry trends on management of infrastructure
Demonstrated ability to influence and lead others without formal authority while maintaining effective working relationships