Senior ITSM

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
Senior ITSM & Agile Program Manager

Overview
The ITSM and Program Management Specialist plays a pivotal role in driving operational excellence across IT service management and program management domains. Distributed Platforms provides the on-premise compute and storage solutions for most of Mastercard. This position is within the team that supports governance and risk for the Program. Team members work on ITSM duties, governance and risk related to audits and assessments (both internal and external), hardware/software/license procurement, asset management, project management for the program, and overall program governance and standard operating oversight. Team members are located in Ireland, India, and US.

Key Responsibilities

• ITSM

○ Responsible for governance related to ITSM (Incident, Problem, Change, and Work Order management), ensuring correct procedures are followed and data are accurately recorded and controlled.

○ Serve as a subject matter expert on ITSM practices and ensures compliance with internal governance and external regulatory standards.

○ Collaborates with cross-functional technical teams to identify service gaps and implement corrective actions.

○ Analyzes service performance metrics and generates actionable insights for leadership.

○ Facilitates root cause analysis and post-incident reviews for major service disruptions.

• Technical Program Management

○ Runs program/project board for small risk and governance team.

○ Elaborate Features and Stories as needed.

○ Manage SLA and data points to company standards.

○ Manage ceremonies and ensures timely and appropriate communication with involved parties.

Majority of work effort will be focused on ITSM domain, estimating roughly 75/25%.

About You

• Minimum 4+ years of experience in IT Service Management, with demonstrated leadership in process ownership.
• Strong analytical and problem-solving skills with experience in data-driven decision-making.
• Proficiency in ITSM platforms (e.g., ServiceNow, BMC Remedy).
• Excellent communication and stakeholder management skills.
• Proven track record of being able to plan, prioritize, and coordinate activities in alignment with a wider project plan
• Ability to manage multiple stakeholders and communicate clearly with a range of people at different levels of the organization
• Strong organizational skills, as well as the ability to listen, gather, and understand information about people and situations, quickly
• Certification in ITIL or Project Management is a bonus, but not required.
• Fluent in English and has availability to be in office 3 times per week in Mexico City.

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.