Job Description

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 \xe2\x80\x93 one that makes better decisions, drives innovation and delivers better business results.

Job Title
Manager Customer Success - Service Management
Manager, Customer Success \xe2\x80\x93 Service Management \xe2\x80\x93 Mastercard Payment Gateway Services (MPGS)

Summary

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 \xe2\x80\x93 one that makes better decisions, drives innovation and delivers better business results.

Job Title
Manager, Customer Success - Service Management \xe2\x80\x93 Mastercard Payment Gateway Services (MPGS)

At Mastercard Payment Gateway Services we aim to touch as many transactions on any rails, while adding and distributing as many Mastercard value added services as possible along the payment journey.
The MPGS product team is part of a global product function at the center of payments innovation delivering leading customer experiences through our gateway platform. As part of this remit the team is responsible for defining the strategy, and executing the delivery of, market-leading payment gateway products & value-added services to our acquirers and merchants on a global basis.

Within the MPGS team, the Manager, Customer Success \xe2\x80\x93 Service Management role will focus and be responsible for:

• Coordinating and managing rapid incident resolution with speed, cross-functional collaboration, and accuracy, partnering with a global and broad set of stakeholders
• Facilitate remedial activities that result due to unexpected incidents, coordinating efforts across product, engineering, legal, operations and customer facing teams
• Proactively keep management informed of critical customer issues/concerns
• 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
• Developing and implementing process standards and improvements for the service delivery
• Contribute to incident root cause analysis, identifying remediations, process and improvement based on observed trends for Mastercard\xe2\x80\x99s incident processes
• Manage programs and projects, in collaboration with engineering, product, and operations teams, focused on improvements to process, metrics, and framework

About you:

• A solid background with 10+ years of experience and understanding of service management frameworks and processes
• Preferrable with hands-on experience in Incident, Problem, Change and Release management roles
• Preferrable with any ITIL v3 or v4 certifications
• Preferrable with public or customer-facing experience in ensuring communications are clear and succinct
• Have a keen eye for detail and a high bar for quality
• An advantage for candidate with background and experience in payment processing ideally in a merchant environment and a good knowledge of technology solutions that power merchant channels
• Can problem solve and translate complicated technical issues into solutions, while keeping a customer\xe2\x80\x99s-first mindset
• Excellent understanding of IT infrastructure and software (hardware, applications, databases, operating systems, local area networks, Cloud solutions etc)
• Are comfortable navigating through ambiguity, while identifying areas for process improvement and establishing best practices
• Have an ability to execute on and deliver complex operational projects involving multiple stakeholders
• Self-starter, ability to deal with ambiguity
• Ability to work effectively in a cross-functional and matrixed environment
• Have operational awareness: a sense of the big picture in any organization they inhabit, how team members\xe2\x80\x99 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\xe2\x80\x99s 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\xe2\x80\x99s guidelines.