ACI Worldwide
Overview
Join the Team Making Possibilities Happen. If you’ve ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. This is a hybrid position and candidates can be located in Norcross, GA or Omaha, NE. Our ACI team represents a globally diverse, passionate and dedicated group of technology professionals around the world who share a common commitment to making our customers successful by driving the future of payments. We are looking for a Director, ITSM Operations to be part of our global team as we deploy real time payment platforms used by global financial and e‑Commerce organizations. Job Purpose: The ACI Global Technology and Innovation team is hiring a Technology leader responsible for ITSM practices across our hybrid Production environment estate. This role drives solution reliability via ITSM practices, including Incident, Problem and Change Management, and advances observability to deliver resilient, best in class services. Location: Hybrid role; Norcross, GA or Omaha, NE.
Responsibilities
Be a strong people leader – inspire, mentor, advocate for, and develop your team to drive change and innovation in partnership with other business and operations leaders.
Understand our business and strategy and support them via Operational Excellence in the delivery of Cloud Services; act as advocate for internal/external customers, the team, and the Hosting Organization.
Demonstrate high levels of flexibility, time management, personal drive, and the ability to communicate vision, solve problems and execute goals.
Lead efforts to evolve and optimize ITSM processes using modern industry best practices, driving continuous improvement in service quality.
Lead the Incident team and processes to ensure rapid detection, resolution, minimal impact, and high-quality stakeholder communications.
Uplift post-incident processes (root cause, postmortems, problem management) to prevent recurrence.
Drive improvements and requirements in observability and mature reporting to support a blameless but accountable culture.
Facilitate governance meetings with service providers and internal stakeholders to review SLAs, KPIs, and contractual obligations.
Champion a culture of accountability, transparency, and service excellence across the organization.
Qualifications
Bachelor’s degree in Computer Science, Information Systems Management or related field; or equivalent experience.
10+ years of experience in IT operations, service delivery, or infrastructure management.
5+ years of experience managing teams and vendor relationships in a global or enterprise environment.
Ability to support weekend and off-hours activities as required.
Proven track record of coaching, mentoring and managing a team with strong workload management and process development skills.
Excellent verbal and written communication skills; ability to engage stakeholders and team members at all levels.
Demonstrated ability to present to Senior and Executive levels internally and to customers.
Demonstrated success in implementing or maturing ITIL-based service management processes, especially incident, problem, and change management.
Ability to perform in a high-stress, open environment with frequent collaboration with customers and peers.
Experience in budgeting, project structuring, vendor/partner management, staff structuring, and negotiations.
Willingness to travel 15% (may be domestic or international); more travel may be required during onboarding.
Highly Desired
Experience in Financial or Payments Industry operations and related compliance frameworks (e.g., PCI, FFIEC, ISO 27001).
Technical background with strong analytical and problem-solving skills; effective in diagnosing technical problems.
Strong Project Management skills in a technical setting.
ITIL v3 or v4 certification is a plus.
Familiarity with service management tools.
Benefits In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.
Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our website at www.aciworldwide.com. Job ID (Requisition #16704). ACI Worldwide is an AA/EEO employer in the United States, including protected veterans and individuals with disabilities, and an EEO employer globally.
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Join the Team Making Possibilities Happen. If you’ve ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. This is a hybrid position and candidates can be located in Norcross, GA or Omaha, NE. Our ACI team represents a globally diverse, passionate and dedicated group of technology professionals around the world who share a common commitment to making our customers successful by driving the future of payments. We are looking for a Director, ITSM Operations to be part of our global team as we deploy real time payment platforms used by global financial and e‑Commerce organizations. Job Purpose: The ACI Global Technology and Innovation team is hiring a Technology leader responsible for ITSM practices across our hybrid Production environment estate. This role drives solution reliability via ITSM practices, including Incident, Problem and Change Management, and advances observability to deliver resilient, best in class services. Location: Hybrid role; Norcross, GA or Omaha, NE.
Responsibilities
Be a strong people leader – inspire, mentor, advocate for, and develop your team to drive change and innovation in partnership with other business and operations leaders.
Understand our business and strategy and support them via Operational Excellence in the delivery of Cloud Services; act as advocate for internal/external customers, the team, and the Hosting Organization.
Demonstrate high levels of flexibility, time management, personal drive, and the ability to communicate vision, solve problems and execute goals.
Lead efforts to evolve and optimize ITSM processes using modern industry best practices, driving continuous improvement in service quality.
Lead the Incident team and processes to ensure rapid detection, resolution, minimal impact, and high-quality stakeholder communications.
Uplift post-incident processes (root cause, postmortems, problem management) to prevent recurrence.
Drive improvements and requirements in observability and mature reporting to support a blameless but accountable culture.
Facilitate governance meetings with service providers and internal stakeholders to review SLAs, KPIs, and contractual obligations.
Champion a culture of accountability, transparency, and service excellence across the organization.
Qualifications
Bachelor’s degree in Computer Science, Information Systems Management or related field; or equivalent experience.
10+ years of experience in IT operations, service delivery, or infrastructure management.
5+ years of experience managing teams and vendor relationships in a global or enterprise environment.
Ability to support weekend and off-hours activities as required.
Proven track record of coaching, mentoring and managing a team with strong workload management and process development skills.
Excellent verbal and written communication skills; ability to engage stakeholders and team members at all levels.
Demonstrated ability to present to Senior and Executive levels internally and to customers.
Demonstrated success in implementing or maturing ITIL-based service management processes, especially incident, problem, and change management.
Ability to perform in a high-stress, open environment with frequent collaboration with customers and peers.
Experience in budgeting, project structuring, vendor/partner management, staff structuring, and negotiations.
Willingness to travel 15% (may be domestic or international); more travel may be required during onboarding.
Highly Desired
Experience in Financial or Payments Industry operations and related compliance frameworks (e.g., PCI, FFIEC, ISO 27001).
Technical background with strong analytical and problem-solving skills; effective in diagnosing technical problems.
Strong Project Management skills in a technical setting.
ITIL v3 or v4 certification is a plus.
Familiarity with service management tools.
Benefits In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.
Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our website at www.aciworldwide.com. Job ID (Requisition #16704). ACI Worldwide is an AA/EEO employer in the United States, including protected veterans and individuals with disabilities, and an EEO employer globally.
#J-18808-Ljbffr