Sr Manager, Technology

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 Responsibilities

As a Technology Sr Manager, you will be responsible for:

• Serve as the Senior Manager for Service Availability & Stakeholder Management, leading Western Union’s West Region ITSM presence from Atlanta and acting as the primary representative of the ITSM organization for regional technology executives, Product Engineering, Technology Operations, Cyber Security, Risk, business stakeholders, and regional legal entity leadership.
• You will directly own the Availability Management and Problem Management practices, including their strategy, policy and standard implementation, process design, governance, controls, operating model, performance measures, stakeholder adoption, and continual improvement.
• You will lead and develop the Manager, Service Management, who is accountable for Monitoring and Event Management and Incident Management practices and represents Change Enablement, including CAB, and Release Management within the region.
• You will establish an integrated service resiliency operating model that connects availability objectives, monitoring signals, incidents, major incidents, problems, changes, releases, service levels, capacity risks, resilience priorities, and engineering improvement actions.
• You will translate business, regulatory, customer, and service expectations into measurable availability requirements and work with service owners, product teams, infrastructure, cloud, architecture, and resilience teams to ensure services are designed and operated to meet them.
• You will govern availability measurement across business services, application services, and supporting technology, ensuring agreed calculation methods, outage attribution, exclusions, targets, thresholds, data quality, and accountable ownership.
• You will identify availability risks and improvement opportunities through trend analysis, service reviews, incident and problem data, monitoring insights, resilience testing, technical debt, lifecycle risks, and stakeholder feedback.
• You will own the Problem Management lifecycle, ensuring proactive problem identification, effective prioritization, root cause analysis, known-error management, workaround quality, corrective-action ownership, risk-based escalation, and sustainable prevention of recurrence.
• You will ensure that post-incident reviews and root cause analyses result in specific, evidence-based, time-bound corrective and preventive actions and that material reliability commitments are governed through completion.
• You will challenge recurring incidents, unresolved root causes, ineffective corrective actions, accepted risks, underperforming services, and overdue engineering commitments, escalating material concerns with clear business impact and recommendations.
• You will chair the regional Change Advisory Board and will represent ITSM in release governance discussions, bringing availability, reliability, incident, problem, customer-impact, and operational-readiness perspectives to change and release decisions.
• You will partner closely with the enterprise Change Enablement, Release Management and other ITIL practice owners to apply common policy, controls, risk criteria, performance measures, and decision standards while addressing West Region stakeholder needs.
• You will provide executive and stakeholder communications on service availability, including performance trends, significant risks, recurring problems, improvement priorities, decision requests, and progress against agreed outcomes.
• You will establish trusted relationships with CIO staff, Product Engineering, technology executives, business leaders, Risk, service owners, and regional stakeholders, acting as the accountable entry point for ITSM engagement, concerns, and service-reliability priorities in the West Region.
• You will lead regular service availability reviews and ensure that operational data is translated into decisions on engineering investment, resilience improvements, monitoring coverage, technical debt, process improvement, and risk treatment.
• You will define Critical Success Factors, Key Performance Indicators, Key Risk Indicators, Objectives and Key Results, dashboards, and control measures for Availability, Problem Management, Monitoring and Event Management and Incident Management practices and contribute to integrated ITSM and service reliability reporting.
• You will manage practice risks, issues, dependencies, audit findings, policy exceptions, and improvement roadmaps, ensuring accountable owners, credible plans, supporting evidence, and timely escalation.
• You will govern managed service delivery for in-scope Problem Management and related ITSM operations, ensuring service levels, quality expectations, process controls, documentation, reporting, and improvement commitments are achieved.
• You will collaborate across the global ITSM organization to maintain consistent enterprise practices while ensuring effective regional coverage, stakeholder proximity, and handoffs across Vilnius, Atlanta, Austin, Hyderabad, Pune, and delivery partners.
• You will foster a culture of reliability, transparency, learning, and accountability in which operational failures drive measurable improvement rather than repeated disruption.

Role Requirements

• 12+ years of experience in IT Service Management, service availability, technology operations, engineering operations, or a related discipline, including substantial leadership responsibility in a large, complex, global organization.
• You will have a bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent relevant professional experience.
• Demonstrate deep knowledge of Availability Management and Problem Management, including availability requirements, measurement models, service-risk analysis, proactive problem identification, root cause analysis, known errors, workarounds, corrective actions, and continual improvement.
• Strong knowledge of related ITIL practices, including Incident Management, Major Incident Management, Monitoring and Event Management, Change Enablement, Release Management, Service Level Management, Capacity and Performance Management, Configuration Management, and Continual Improvement.
• Proven experience improving resiliency across complex application, infrastructure, cloud, network, third-party, and business-service environments.
• Demonstrate experience influencing Product Engineering and technology operations teams to prioritize and deliver resilience, observability, recovery, technical-debt, and recurring-incident reduction improvements.
• Experience leading managers or senior professionals, setting direction and expectations, developing capability, managing performance, and creating accountability across distributed and partner-supported teams.
• Strong executive stakeholder-management skills and the credibility to represent ITSM with CIO staff, technology executives, Product Engineering, Risk, business leaders, and service owners.
• Ability to lead through influence, resolve competing priorities, challenge constructively, facilitate difficult decisions, and secure ownership for cross-functional reliability actions.
• Strong analytical skills and experience using operational data to identify trends, quantify impact, assess risk, evaluate control effectiveness, and recommend targeted improvements.
• Experience defining and using availability, reliability, incident, problem, change, release, and service-performance metrics, dashboards, thresholds, and executive reporting.
• Working knowledge of ServiceNow ITSM and related reporting capabilities or comparable enterprise service-management platforms.
• Strong business writing, presentation, facilitation, and verbal communication skills in English are required, including the ability to make complex technical and operational issues understandable to executive and non-technical audiences.
• Sound judgment, composure, and accountability in high-impact operational situations and when handling sensitive stakeholder concerns, risk decisions, and service-performance issues.
• Able to balance enterprise process consistency with regional stakeholder needs and operate effectively across functions, geographies, time zones, and organizational boundaries.
• ITIL 4, COBIT, ServiceNow, Site Reliability Engineering, cloud, risk, Lean, Six Sigma, or relevant resilience and continuity 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 Shift

Western 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.

We 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.