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.

• As 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,…