Manager, Service

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible. Role ResponsibilitiesAs Manager, Service Management, you will lead the Monitoring and Event Management and Incident Management practices and support stakeholder representation for Western Union’s West Region ITSM organization from Atlanta. You will report to the Senior Manager, Service Availability & Stakeholder Management.You will own the strategy execution, policy and standard implementation, process design, governance, controls, operating model, documentation, performance measures, adoption, and continual improvement of Monitoring and Event Management and Incident Management.You will translate enterprise ITSM direction into practical operating requirements for technology operations, application support, infrastructure, cloud, observability, service owners, product teams, the Technology Command Center, and managed service partners.You will establish a consistent Monitoring and Event Management framework covering event classification, severity, service criticality, business impact, correlation, enrichment, routing, ownership, escalation, suppression, deduplication, and automated incident creation.You will work with monitoring, observability, automation, and engineering teams to improve signal quality, service coverage, event context, actionable alerting, and early detection while reducing alert fatigue, duplicate notifications, and avoidable operational noise.You will ensure that monitoring designs and event-management rules support business services, application services, infrastructure, cloud platforms, transaction monitoring, and critical customer journeys, with clear ownership for gaps and remediation.You will own the Incident Management lifecycle for restoration of normal service, including detection, logging, categorization, prioritization, assignment, functional and hierarchical escalation, diagnosis, resolution, recovery, closure, and communication.You will establish clear incident-priority and escalation criteria that reflect service criticality, customer and business impact, urgency, regulatory considerations, and operational risk.You will govern incident queues, aging, reassignment, SLA performance, backlog, data quality, and closure quality, ensuring that technology teams and service providers fulfill their incident-management responsibilities.You will coordinate closely with Major Incident Management while maintaining a clear distinction between day-to-day Incident Management practice ownership and the command of major incidents.You will ensure that significant and recurring incidents are referred to Problem Management with sufficient evidence, operational context, monitoring findings, and identified follow-up actions.You will use incident and event data to identify detection gaps, weak escalation paths, repeat failure patterns, support-group issues, automation opportunities, and service-reliability improvements.You will chair the regional Change Advisory Board and represent ITSM in release-governance activities, bringing incident history, monitoring readiness, operational risk, support readiness, customer impact, and recovery considerations into decisions.You will partner with the enterprise Change Enablement, Release Management and other ITIL practice owners to apply common policy, controls, risk criteria, and performance standards while addressing West Region stakeholder needs.You will support the Senior Manager in representing ITSM with CIO staff, Product Engineering, technology executives, Risk, Cyber, business stakeholders, service owners, and regional legal entity oversight.You will act as a trusted regional contact for service-management concerns, explain operational performance and risks, gather stakeholder feedback, and convert that feedback into clearly owned improvement actions.You will prepare and present concise operational and governance reporting on event volumes, signal quality, incident trends, response and resolution performance, service impact, risks, recurring issues, and improvement delivery.You will define Critical Success Factors, Key Performance Indicators, Key Risk Indicators, Objectives and Key Results, dashboards, and control measures for Monitoring and Event Management and Incident Management.You will manage practice risks, issues, policy exceptions, audit findings, managed-service dependencies, and improvement plans, ensuring accountable owners, credible due dates, supporting evidence, and timely escalation.You will govern managed service delivery for in-scope Incident Management operations, ensuring that service levels, process controls, documentation, reporting, staffing interfaces, and continual-improvement commitments are achieved.You will maintain effective working relationships and operational handoffs across Atlanta, Austin, Vilnius, Hyderabad, Pune, the Technology Command Center, and global engineering and support teams.You will build a culture of timely service restoration, disciplined escalation, meaningful monitoring, reliable data, transparent communication, and continuous learning. Role Requirements10+ years of experience in IT Service Management, technology operations, service operations, observability, or a related discipline, including significant responsibility for Incident Management or Monitoring and Event Management in a large, complex organization.Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant professional experience.Strong knowledge of Incident Management, including prioritization, escalation, service restoration, queue governance, SLA management, communications, closure quality, trend analysis, and interfaces with Major Incident and Problem Management.Strong knowledge of Monitoring and Event Management, including event classification, correlation, enrichment, routing, alert quality, actionable thresholds, suppression, deduplication, automated incident creation, and observability operating models.Understanding of how business-service criticality, customer impact, application and infrastructure dependencies, and operational risk should influence event treatment and incident priority.Strong knowledge of related ITIL practices, including Major Incident Management, Problem Management, Availability Management, Change Enablement, Release Management, Service Level Management, Configuration Management, and Continual Improvement.Experience partnering with application, infrastructure, network, cloud, command-center, observability, automation, and service-provider teams to improve detection and service restoration.Experience establishing or improving policies, standards, processes, procedures, controls, RACI models, KPIs, dashboards, governance routines, and continual-improvement roadmaps.Strong stakeholder-management skills and the ability to represent ITSM credibly with Product Engineering, technology executives, Risk, business stakeholders, service owners, and operational teams.Ability to lead through influence, challenge constructively, facilitate operational decisions, resolve ownership ambiguity, and drive cross-functional actions without direct authority over every contributing team.Strong analytical and problem-solving skills and experience using event and incident data to identify trends, control weaknesses, operational risks, and opportunities for automation and prevention.Working knowledge of ServiceNow ITSM and enterprise monitoring or observability platforms, together with experience using dashboards and reporting to manage operational outcomes.Strong business writing, presentation, facilitation, and verbal communication skills in English, including the ability to explain technical incidents, monitoring risks, and service impacts to non-technical stakeholders.Composure, sound judgment, accountability, and clear communication when handling high-impact incidents, escalations, competing priorities, and sensitive stakeholder concerns.Ability to operate effectively across functions, suppliers, geographies, and time zones while balancing enterprise process consistency with regional stakeholder needs.ITIL 4, ServiceNow, observability, cloud, Site Reliability Engineering, COBIT, Lean, Six Sigma, or related service-management certifications are advantageous.Experience in regulated financial services, payments, or another high-availability environment and experience governing managed service providers will be an advantage. Work ShiftWestern Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time. Other DetailsWe are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.