Manager, Customer Success – Service Delivery

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

Manager, Customer Success – Service Delivery

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html ) 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.

Job Title
Manager, Customer Success – Service Delivery – Mastercard Gateway

The Mastercard Gateway https://www.mastercard.com/gateway.html (MPGS) product team is part of a global product function at the centre of payments innovation delivering leading customer experiences through our connected gateway. 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.

Overview
We are looking for a Manager, Customer Success – Service Delivery to join the Mastercard Gateway global product team and lead our effort to improve service and experience for our acquiring banks and merchant customers. As Manager, Customer Success – Service Delivery, 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 and service delivery 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
• Drive tangible data-driven performance outcomes across key metrics, manage to a quantified scorecard, continuously monitoring and analysing key performance indicators and optimizing service performance
• Partner with global operations team to build and monitor service level performance dashboards and drive ongoing enhancements focused on service availability, resilience and redundancy
• Builds and verifies reports and dashboards to report on trends, improvements and service level performance tracking
• Participate in scheduled Voice of the Customer engagement with the regions, customer facing teams, customers, to identify friction points, creating action plans and ensuring actions are added to the roadmap to address them
• Coordinate and manage key processes including but not limited to incident management, problem management, release and change management, continual service improvement with cross-functional teams partnership: broad set of stakeholders, key business partners and customer facing teams
• Support our front-line teams in customer engagements to ensure best-in-class servicing and customer experience
• Facilitate remedial activities that result due to unexpected incidents, including service improvements and coordinating cross-functional efforts across product, engineering, legal, operations and sales teams
• Formulate strategies and deliver on communications to both internal stakeholders and MPGS customers in aligning with MPGS Communications
• 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 improvements based on observed trends for Mastercard’s incident, problem processes and overall service delivery
• Manage programs and projects, in collaboration with engineering, product, and global operations teams, focused on improvements to process, metrics, and framework
• Monitoring, supporting, and improving day to day service operations and performance

All About You
• Background and experience of IT service management frameworks and processes (eg., incident, problem, change, release, service level management function)
• Preferably with ITIL certification
• 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
• Good 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 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 customer’s-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.