Service Acceptance Manager

Experian is the world's leading global information services company. During life's big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and excel, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

As the world's leading repository of consumer credit data, Experian is transforming data into solutions that facilitate transactions, ensure financial safety and improve the financial lives of millions of consumers around the world. We have been named by Forbes magazine as one of the "World's Most Innovative Companies" and ranked on Fortune's Best Companies to work for.

As a leader within Experian's Service Acceptance department, you'll manage a cross-regional team of Service Acceptance analysts. This area verifies that new products or significant product enhancements are operationally ready to go live, facilitating testing, ensuring security signoffs, verification of Knowledge Articles and adherence to Experian standards. 

You will deliver a systematic set of activities necessary to assure that processes within the scope of Service Acceptance team conform with all applicable requirements for Operational Readiness.

You will report to the Director of Service Transition. 

Main responsibilities: 

• Create both long-term and short-term goals for all members of the team to ensure they are working towards the right deliverables. Oversee, instruct, and coordinate their activities. 
• Assess, design, and implement sustainable solutions, operating processes and people models to address important and evolving ways of working and changing technology. 
• Laise with other areas of EITS and Business Units to build service improvements following Experian standards and industry best practices. 
• Act as the Global Process owner for Knowledge management.  This entails management and approval of enhancement requests, management of backlog, continual improve through design and working with developers. 
• Collaborate with all areas of the business as required and represent the Service Acceptance team. 
• Work with all levels from SME to VP. 

• 3 to 5 years of supervisory/people leader experience. 
• 10 years of work experience in technical roles 
• Knowledge of monitoring/alerting tools is a plus (Dynatrace, NNMI, Splunk, Thousand Eyes or similar)  
• Working knowledge of ITIL or certification is required
• Working knowledge of ServiceNow – Incident, Problem, Knowledge
• Experience with reporting tools (with SQL, PowerBI, ServiceNow or similar). 
• Insight of applicable legislations (PCI, GDPR, SOC2) is beneficial
• Experience with all activities related to people management, such as setting goals, performance reviews, employee engagement, and career development. 
• Adjust partner communication to align with audience diversity. 
• Information analysis and interpretation related to improvement processes. Analyze and identify risk causes and measure potential growth. 
• Strong analytical and problem-solving skills 
• Excellent written and verbal communication skills 
• Demonstrate excellent project management skills, promote teamwork and individual accountability with Assurance team members. 
• Use available technology to enhance the effectiveness of deliverables and services. 

This is a permanent home-based role in Costa Rica. No relocation available.

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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