Director, Service Observability & Intelligence

Job description

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, Service Observability & Intelligence 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 function 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 works in the RTPI Customer Performance team for a specific market, managing performance, compliance, and continual improvement throughout the service lifecycle. Key Responsibilities • Act as a liaison between Customer Success and Technical teams (Business Ops / Tech Ops / Engineering). • Coordinate and quantify customer impact from incidents, and ensure timely communications with accurate service impact details are issued through Customer Success in line with regulatory and contractual requirements. • Oversee service performance adherence, ensuring high-quality service and compliance with service levels. • Identify service risks, improvement opportunities and drive actions to enhance service performance. • Coordinate and produce service reports, review and provide business input to post incident reports, monitor and report service usage trends, and lead capacity forecasting and planning in line with the agreed models. • Provide governance for RTP service changes with internal stakeholders and the customer, safeguarding service stability and resilience by ensuring the appropriate service change process is followed and all service changes are tested, coordinated and executed properly. • Act as the service mapping custodian and ensure the service design meets requirements. • Be available 24/7 for critical live service incidents, act as the critical incident escalation point for the customer, and provide critical incident support coverage. • Work internally to ensure all technical teams adhere to the OLAs. • Incident & Issue Leadership o Coordinate incident resolution and root cause analysis process across various internal teams, in accordance with Mastercard and RTPI 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. Own RTP service risks, drive internal teams for proper risk assessment and mitigation actions. 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 prioritised, delivered and accepted in accordance with Mastercard and RTPI standards. Skills • 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 managing 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, analysing KPIs/SLAs, and driving operational improvements. • Skilled in developing and executing service improvement plans across technology and operations. • Solid understanding of payments technology, infrastructure, and operational processes. • Experience working in multi-market or global environments with complex stakeholder landscapes. • ITIL qualification preferred. 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.