Position Overview:
The Service Operations Technical Program Manager II supports the Vice President in delivering initiatives aimed at transforming and enhancing operational tools, processes, and governance models. These projects will strengthen operational readiness, improve incident and change management, and advance automation of critical business applications. The role will work closely with the ITSM team in adoption of process and tool improvements across programs and products.
About the role:
- Technical Program Managers at Mastercard interact with product managers, software development managers, developers, and senior leaders across partner teams in the organization to deliver complex projects and programs.
- You will define roadmap deliverables, develop program execution plans, align dependencies, track progress, anticipate risks, provide escalation management, make sound trade-off decisions, and balance business needs versus technical constraints.
- The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, and analytical.
- You are expected to be detail-oriented, with a desire to learn technical products and possess excellent problem-solving skills.
- As a Technical Program Manager Analyst II at Mastercard, you are expected to perform the following general responsibilities:
- Drive the planning, execution, and delivery related to a known technology, product, or program with your assigned team(s) with little assistance
- Oversee the end-to-end delivery of strategic initiatives assigned to the team by reporting out progress, ensuring dependencies are covered, overseeing the gaps between teams, processes, and systems, while removing all blocking issues leading to a successful delivery
- Conduct ceremonies on initiatives that cut across products, teams or technologies
- Organize and accelerate activities across a team or multiple teams, aligning the focus and priorities in alignment with the larger program strategy
- Conduct meaningful retrospectives with your team(s) to find, recommend, and implement improvements for the team(s) to take to improve efficiency
- Identify and look for ways to improve, streamline, and/or eliminate excess processes within the team(s) you work with, as well as the larger program
- Collaborate with engineering managers to secure resources/people, scope efforts, set priorities and establish delivery milestones
- Drive the sequencing of the work so that execution can be optimized
- Identify blocking issues and manage their resolution, including managing dependencies across other teams or programs
- Manage communications from and to the team(s), and may be the first point of contact for the team
- Run effective meetings
- Clearly articulate scope, timelines, dependencies, owners, actions, risks, and mitigations to both the team as well as engineering managers
- Maintain good working relationships with engineers, managers, and peers
Experience:
- A Bachelors degree in Project Management, Engineering, Computer Science, or related discipline is preferred
- PMP and/or Agile (SAFe) certifications desired but not required.
- General knowledge or experience in IT operations and IT Service Management (ITSM) tools is preferred
- Experience leading initiatives that drive enterprise change through the deployment and adoption of process changes, tools, and technology.
- Proven ability to develop task plans, manage time effectively across multiple simultaneous project activities, and meet target deadlines
- Excellent communication skills (written and verbal), including presentation skills as well as the ability to clearly articulate process improvement solutions.
- Experience supporting senior level engagements, i.e., boards, committees and/or working groups.
- A collaborative mindset with the ability to work in team environment, but also self-motivated to produce results with minimal direction
- Ability to coordinate/communicate with engineers, technicians, and management to produce high-quality documentation
- Analytical, investigative, and problem-solving skills
- Proficiency in Microsoft Excel, Word, PowerPoint, Teams
- Experience with Tableau, Domo, or other comparable business intelligence tools a plus, but not required
