Sr. Manager, Service Management Office

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

PayPal is a leading provider of online payment solutions and digital wallet services. We are dedicated to fostering collaboration, communication, and productivity across our organization through the strategic deployment and management of collaborative applications and tools. As we continue to expand our digital capabilities, we are seeking a highly skilled and experienced Collaboration Applications Manager to join our team.

The Senior Manager of the Service Management Office (SMO) will play a critical role in overseeing the governance, processes, and tools that support the delivery of IT services across the organization. This individual will be responsible for establishing and maintaining standards, policies, and best practices to ensure consistent and effective service management practices are followed. This role requires a strong leader with extensive experience in IT service management and a passion for driving continuous improvement.

Job Description:

Meet our team:

• As member of this team, you will interface daily with outsourced service providers, internal teams, leadership, key stakeholders, and the PayPal community.

Your day-to-day role:

• SMO Governance: Lead the Service Management Office (SMO), establishing and maintaining the governance framework for the SMO, including roles, responsibilities, and implementation of a comprehensive strategy for continuous service improvement within the IT organization, aligned with business goals and objectives.
• Service Delivery Management: Oversee the delivery of IT services in accordance with service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs), Host monthly and quarterly operational/business reviews, and drive initiatives to improve service quality, efficiency, and customer satisfaction.
• Process Optimization: Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management, to enhance efficiency and effectiveness.
• Tooling and Automation: Identify opportunities to leverage technology and automation to streamline service management processes, improve visibility and reporting, and enhance the user experience.
• Service Delivery Management: Oversee the delivery of IT services in accordance with service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs), Host monthly and quarterly operational/business reviews, and drive initiatives to improve service quality, efficiency, and customer satisfaction.
• Process Optimization: Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management, to enhance efficiency and effectiveness.
• Tooling and Automation: Identify opportunities to leverage technology and automation to streamline service management processes, improve visibility and reporting, and enhance the user experience.
• Knowledge Management: Establish knowledge management practices and systems to capture, share, and leverage best practices, lessons learned, and knowledge assets across the IT organization.
• Continuous Improvement: Drive a culture of continuous improvement within the SMO and across the organization, fostering innovation, collaboration, and accountability to drive positive change and enhance service delivery.
• Stakeholder Engagement: Engage with key stakeholders across the organization to gather feedback, assess needs, and prioritize improvement initiatives based on business impact and value.
• Team Leadership: Lead and develop a team of service management professionals, providing guidance, coaching, and support to foster their growth and success within the organization.

What you need to bring:

• Bachelor's degree in Information Technology, Business Administration, or related field; Master's degree preferred.
• Proven experience (8+ years) in service management roles, with a focus on IT service delivery, process optimization, and continuous improvement.
• Strong understanding of IT service management frameworks and methodologies such as ITIL, COBIT, or ISO/IEC 20000.
• Experience implementing and managing service management tools and platforms, such as ServiceNow,
• Excellent leadership and team management skills, with the ability to motivate and inspire cross-functional teams to achieve common goals.
• Strong analytical and problem-solving abilities, with the ability t