Director of IT Service Management and Business Operations

Director of BizOps

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 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 team–one 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 what’s 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 tools—like Product Health Dashboard, catalogs, and monitoring portals—to 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.
• Bachelor’s 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 thinking across problems they solve, the relationships they manage, and the space in which they support.
• Risk awareness, of the risk(s) associated with the program(s) you support, across Biz Ops processes and practices, seeking to “do no harm” yet further, taking proactive, thoughtful risks in innovation while always ensuring alignment to Mastercard’s regulatory, risk-based requirements.
• Requires capability to integrate theory and principles with organizational practices and precedents.
• Demonstrates an intermediate knowledge of a program or set of services, including an understanding of the customer journey and primary business drivers for the program.
• Appetite for change and pushing the boundaries of what can be done with automation. Be curious about new technology, infrastructure, and practices to scale our architecture and prepare for future growth.
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive.
• Interest in working with, assessing data of, and understanding common challenges associated with large-scale distributed systems.
• Willingness and ability to learn and take on challenging opportunities and to work as a member of matrix matrix-based diverse and geographically distributed project team.
• Ability to balance doing the right thing whiles right with fixing things quickly. Flexible and pragmatic, while working towards improving the long-term health of the system.
• Comfortable collaborating with cross-functional teams to ensure Biz Ops processes, procedures, and levels of maturity, in support of production resilience

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.

Experience Level

Executive Level