Manager, Engineering Programs
PayPal Inc.

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:
Sr. Manager Continuous Service Improvement

Position Overview: The Senior Manager of IT Continuous Service Improvement will be responsible for leading the development and implementation of strategies and initiatives aimed at enhancing the quality, efficiency, and effectiveness of IT services across the organization. This role requires a strong leader with extensive experience in IT service management and a passion for driving continuous improvement.

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.

Job Description:

Your day-to-day role:

• Strategy Development: Develop and execute a comprehensive strategy for continuous service improvement within the IT organization, aligned with business goals and objectives.
  
• Process Optimization: Identify opportunities to streamline and optimize IT service management processes, workflows, and procedures to improve efficiency, reduce costs, and enhance service quality. Drive service improvement through automation and self-service capabilities.
  
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to measure the effectiveness and performance of IT services, and monitor performance against targets to identify areas for improvement. Conduct Quarterly Business Reviews
  
• Root Cause Analysis: Lead root cause analysis efforts to identify underlying issues, trends, and patterns contributing to service disruptions, incidents, and inefficiencies, and implement corrective actions to prevent recurrence.
  
• Service Level Management: Define and manage service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs) with internal stakeholders and external service providers to ensure service delivery meets agreed-upon targets and standards.
  
• Change Management: Implement change management processes and controls to minimize risk and disruption associated with changes to IT services, systems, and infrastructure, and ensure changes are aligned with business requirements and priorities.
  
• 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 Culture: Foster a culture of continuous improvement and innovation within the IT organization, encouraging collaboration, creativity, and accountability among team members.
  
• Stakeholder Engagement: Engage with key stakeholders across the organization to gather feedback, assess needs, and prioritize improvement initiatives based on business impact and value.
  

• Vendor Management: Manage relationships with IT vendors, service providers, and partners to leverage their expertise and resources in support of continuous service improvement initiatives.
  

What you need to bring:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field. Master's degree preferred.
  
• Proven experience (8+ years) in IT service management roles, with a focus on continuous service improvement and process optimization.
  
• Strong understanding of IT service management frameworks and methodologies such as ITIL, Lean Six Sigma, or Agile.
  
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and drive data-driven decision-making.
  
• Strong project management skills, with the ability to lead and execute complex initiatives from inception to completion.
  
• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels of the organization.
  
• Strong leadership and team management skills, with the ability to inspire and motivate cross-functional teams to achieve common goals.
  
• Relevant certifications such as ITIL Expert, Six Sigma Black Belt, or Project Management Professional (PMP) are highly desirable.
  

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

Our Benefits:
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visithttps://www.paypal.com , https://about.pypl.comand https://investor.pypl.com.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

Any general requests for consideration of your skills, please Join Our Talent Community.

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