Director, Service Delivery and Incident Management

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Director, Service Delivery and Incident Management - Mastercard Gateway

Our Purpose

Job Title

Director, Service Delivery and Incident Management - Mastercard Gateway

Overview

We are looking for a Director, Service Delivery and Incident Management to join the Mastercard Gateway global product team and lead our effort to improve service experience for our acquiring banks and merchant customers. As Director, Service Delivery and Incident Management, you will partner with our regional teams and global technology & support functions to enable key customers receive targeted levels of service. When things don’t go as expected, we strive to be fast and transparent in communicating with our customers. You will work to scale and iterate on how our teams prepare for, and respond to, incidents with the customer in mind. You’ll focus intently on optimizing tooling and workflows to reduce ambiguity and manual burden. As a result, you’ll ensure MPGS customer experience is always top of mind and impact on their business is minimized.

Role
- Coordinate and manage incident resolution with speed, and partner with cross-functional teams to ensure accuracy of information, impact and mitigation is shared broad set of stakeholders.
- Support our front line teams in customer engagements
- Facilitate remedial activities that result due to unexpected incidents, coordinating efforts across product, engineering, legal, operations and sales teams
- Formulate strategies and deliver on communications to both internal stakeholders and MPGS customers. Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders.
- Contribute to incident root cause analysis, identifying remediations and process improvement based on observed trends for Mastercard’s incident processes and service delivery.
- Manage programs and projects, in collaboration with engineering, product, and operations teams, focused on improvements to process, metrics, and framework.

All About You
- Background with hands-on experience on Incident & Problem Management roles, with solid understanding and experience of IT service management frameworks and processes
- Enjoy a fast paced work environment, crafting strategic and rapid fixes to high intensity problems.
- Have a keen eye for detail and a high bar for quality.
- Are comfortable navigating through ambiguity, while identifying areas for process improvement and establishing best practices.
- Have public or customer-facing experience in ensuring communications are clear and succinct.
- Can problem solve and translate complicated technical issues into solutions, while keeping a users-first mindset.
- Have an ability to execute on and deliver complex operational projects involving multiple stakeholders.
- Have operational awareness: a sense of the big picture in any organization they inhabit, how team members’ individual goals contribute to that, and how they can help team members navigate best within the big picture.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard’s security policies and practices;- Ensure the confidentiality and integrity of the information being accessed;- Report any suspected information security violation or breach, and- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.