Director, Technology Service Management

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Technology Service Management

Overview & Introduction:
Real Time Payments (RTP) International operates as a programme, within the Mastercard Real Time Payments portfolio, currently serving six live markets. With transaction volumes increasing substantially, the imperative for safe, resilient, reliable, and meticulously maintained services and products is critical— both in managing National Critical Infrastructure and fulfilling customer expectations for regulated local services, as well as upholding Mastercard’s brand integrity.

The RTPI Market Customer Performance is responsible for ensuring operational excellence and customer satisfaction for Real-Time Payments Infrastructure (RTPI) services after Acceptance into Service and starting ‘Day 2’ onward. This role acts as the RPTI Customer Performance for a specific market, managing performance, compliance, and continual improvement throughout the service lifecycle.

Key Responsibilities
• Market Service Ownership:
o Assume accountability for RTPI service performance post-go-live (of any change).
o Maintain up to date and accurate technical and operational knowledge of the market to support issue and risk management and service excellence.
o Operational visibility and monitoring, including the preparation and delivery of service reports (KPIs and SLAs on compliance and service health).
o Support quarterly service reviews with operational insights.
o Assume accountability for the local execution of Mastercard and RTPI service standards.
• Customer Engagement and Satisfaction:
o Build and maintain a trusted relationship with relevant customer stakeholders.
o Conduct (or receive) customer satisfaction surveys and analyze feedback.
o Conduct monthly service reviews and present operational performance.
o Manage customer escalations and ensure timely resolution.
• Incident & Issue Leadership
o Serve as the primary operational contact for RTPI-related incidents and issues, from the point of identification to resolution.
o Coordinate incident resolution and root cause analysis process across various internal teams, in accordance with Mastercard and RPTI policies and procedures.
o Manage the flow of information from internal teams through to the customer. Ensuring timely, accurate and clear communications are provided to maintain a strong customer relationship.
• Risk & Improvement Management:
o Maintain and update the RTPI Service Risk Register.
o Develop and execute continual improvement plans for service delivery within a specific market. Work with internal stakeholders to share improvement opportunities and plans.
o Oversee customer change and service improvement requests, working with stakeholders across Technology and Operations, Product, Engineering, Security and the Region (amongst others) to ensure these are prioritized, delivered and accepted in accordance with Mastercard and RTPI standards.
Success Metrics
• SLA adherence and service stability.
• Customer satisfaction scores and feedback trends.
• Reduction in incident resolution time.
• Execution of continual improvement initiatives.

Skills
• Demonstrated ability to lead diverse, cross-functional teams in high-pressure situations.
• Track record of making swift, informed decisions during incidents and service disruptions.
• Experience building strong relationships with senior stakeholders, regulators, and external partners.
• Skilled in managing customer escalations and driving satisfaction through proactive engagement.
• Proven experience leading incident response, root cause analysis, and post-incident reviews.
• Ability to communicate clearly and confidently with customers during critical events.
• Strong background in risk identification, assessment, and mitigation strategies.
• Familiarity with regulatory compliance and reporting obligations in the local market
• Experience monitoring service health, analyzing KPIs/SLAs, and driving operational improvements.
• Skilled in developing and executing service improvement plans across technology and operations.
• Solid understanding of real-time payments technology, infrastructure, and operational processes.
• Experience working in multi-market or global environments with complex stakeholder landscapes
• ITIL qualification preferred
• Monthly travel to Manila is required.

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.