Hybrid Director, Technology Service Management

at TASC

• Job title: Director, Technology Service Management
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Swift
• Location requirements: Hybrid, Singapore

About the role

• Director of Technology Service Management managing performance and compliance for RTPI services. Ensuring operational excellence and customer satisfaction in Singapore.

Responsibilities

• Assume accountability for RTPI service performance post-go-live (of any change).
• Maintain up to date and accurate technical and operational knowledge of the market to support issue and risk management and service excellence.
• Operational visibility and monitoring, including the preparation and delivery of service reports (KPIs and SLAs on compliance and service health).
• Support quarterly service reviews with operational insights.
• Build and maintain a trusted relationship with relevant customer stakeholders.
• Conduct (or receive) customer satisfaction surveys and analyze feedback.
• Conduct monthly service reviews and present operational performance.
• Manage customer escalations and ensure timely resolution.
• Serve as the primary operational contact for RTPI-related incidents and issues, from the point of identification to resolution.
• Coordinate incident resolution and root cause analysis process across various internal teams, in accordance with Mastercard and RPTI policies and procedures.
• Maintain and update the RTPI Service Risk Register.
• Develop and execute continual improvement plans for service delivery within a specific market.
• 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 prioritized, delivered and accepted in accordance with Mastercard and RTPI standards.

Requirements

• Demonstrated ability to lead diverse, cross-functional teams in high-pressure situations.
• 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 leading 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, analyzing KPIs/SLAs, and driving operational improvements.
• Skilled in developing and executing service improvement plans across technology and operations.
• Solid understanding of real-time payments technology, infrastructure, and operational processes.
• Experience working in multi-market or global environments with complex stakeholder landscapes.
• ITIL qualification preferred.
• Monthly travel to Manila is required.

Benefits

• Corporate Security Responsibility
• Access to Mastercard assets, information, and networks