01Overview
Director of BizOps Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, were 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 of BizOpsService Management ITSM Director Overview-At Mastercard Technology, 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 teamone that makes better decisions, drives innovation, and delivers better business results. Technology at Mastercard What we create today will define tomorrow. Revolutionary technologies that reshape the digital economy to be more connected and inclusive than ever before. Safer, faster, more sustainable. And we need the best people to do it. Technologists who are energized by the challenges of a truly global network. With talent and vision to create the critical systems and products that power global commerce and connect people everywhere to the vital goods and services they need every day. Working at Mastercard means being part of a unique culture. Inclusive and diverse, a rich collaboration of ideas and perspectives. A place that celebrates your strengths, values your experiences and offers you the flexibility to shape a career across disciplines and continents. And the opportunity to work alongside experts and leaders at every level of the business, improving what exists, and inventing whats next. About the Role The Service Operations Tool team is seeking an ITSM Service Management Director. The ITSM Director sets the vision, strategy, and governance for IT service management (ITSM), leading teams to align IT with business goals, optimize processes (like incident, problem, change, request, knowledge management) using frameworks like ITIL, manage tools (e.g., ServiceNow), track KPIs/SLAs, and foster continuous improvement for better user experience and operational efficiency. They are key leaders, focusing on service delivery excellence, stakeholder collaboration, and maturing ITSM practices across the organization. Key Responsibilities Strategy & Vision: Define and execute the overall ITSM strategy, ensuring alignment with business objectives. Process Management: Oversee core ITSM processes (Incident, Problem, Change, Request, Knowledge, CMDB) and drive their maturity. Leadership: Lead, mentor, and develop ITSM teams, promoting a culture of service excellence. Performance & Reporting: Establish KPIs/SLAs, monitor performance, report metrics to leadership, and drive continual service improvement (CSI). Stakeholder Management: Act as a liaison, managing expectations and ensuring IT services meet business needs. Tool & Platform Management: Direct strategy for ITSM tools (like ServiceNow) and automation initiatives. Governance: Establish frameworks, policies, and ensure compliance. Vendor Management: Oversee contracts for ITSM-related services and tools. About Service Operations Tools ITSM team SOT ITSM team oversees critical ITSM processes such as incident, change, and problem management, ensuring service reliability, compliance, and rapid issue resolution for customers and internal stakeholders. It provides engineering and service management toolslike Product Health Dashboard, catalogs, and monitoring portalsto streamline communications, automate operations, and support governance objectives. Ultimately, SOT aims to reduce operational toil, improve readiness, and enable continuous improvement by measuring success through key metrics and supporting teams in their ITSM functions. Candidate Role Qualification: The ideal candidate will have experience in many of these areas: A minimum of 10 years experience of leading an ITSM team with an emphasis on Change Management. Bachelors degree in information systems, Information Technology, Computer Science, Engineering, or equivalent work experience. Have a curiosity to ask the right questions to identify the root cause, solve upstream challenges, and act with a bias toward action with pervasive ownership over your domain, the problem space, and the mission before you. SMREs daily employ critical .
