Director, Market Delivery

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, Market Delivery Job Title: Team Lead – Market Delivery & Technology Account Management Role Overview Market Delivery Western Europe is part of Global Customer Delivery & Care and plays a key role within the Mastercard Europe organisation. This role sits at the intersection of customer, technology, and delivery. The Team Lead, Market Delivery & Technology Account Management, is responsible for leading a team who manages customer onboarding, implementation, and ongoing technology partnership activities, while also acting as an individual contributor for selected strategic customers, complex initiatives, and high-priority projects. The role combines people leadership, hands-on customer ownership, delivery governance, customer engagement, and technical oversight to ensure Mastercard solutions are successfully deployed, optimised, and supported throughout the customer lifecycle. You will guide, coach, and prioritise the work of team members responsible for bringing complex projects live, while directly managing a portfolio of key customers and projects where senior ownership, technical depth, or market visibility is required. This role is pivotal in developing and sustaining strong technology partnerships to support business growth and enhance customer satisfaction. This role requires a blend of technical expertise, business acumen, people leadership, operational discipline, and hands-on delivery ownership to set direction, remove obstacles, develop talent, and ensure consistent execution across both the team portfolio and directly managed customer engagements. Key Responsibilities People Leadership & Team Development • Lead, coach, and develop a team of Market Delivery and Technology Account Management individual contributors • Set clear priorities, expectations, and performance objectives aligned with market and customer needs • Support career development through regular feedback, mentoring, capability building, and knowledge sharing • Create an inclusive, collaborative, and accountable team environment that enables strong execution and customer focus • Ensure the team serves as the primary technology point of contact for strategic customers while personally owning selected key customer relationships • Guide team members in building and maintaining trusted relationships with strategic customers • Ensure operational, compliance, and optimisation needs are understood, prioritised, and addressed across the team’s customer portfolio and directly managed accounts • Act as a senior escalation point, trusted advisor, and hands-on problem solver for complex customer inquiries, concerns, and escalations Hands-On Customer & Project Ownership • Personally manage selected strategic customers, complex implementations, or high-visibility initiatives as an individual contributor • Act as the primary technology and delivery contact for assigned key accounts, ensuring strong customer engagement, issue resolution, and delivery execution • Lead critical customer discussions, technical deep dives, project reviews, and escalation forums where senior expertise is required • Model expected delivery standards, stakeholder management, and customer partnership behaviours for the team through direct ownership of key engagements Delivery Ownership & Project Oversight • Oversee the team’s end-to-end delivery of onboarding and implementation initiatives while directly leading selected critical projects • Allocate work, balance capacity, and remove obstacles to ensure delivery commitments are met across team-owned and personally owned initiatives • Maintain visibility of delivery plans, milestones, dependencies, risks, and customer-impacting issues across the portfolio • Partner with PMO, project implementation managers, and internal delivery teams to ensure governance, accountability, and timely execution Technology & Industry Expertise • Provide technical and consultative guidance to the team and directly advise key customers on Mastercard solutions and the payments ecosystem • Coach team members to translate technical concepts and requirements into business-relevant outcomes • Ensure the team remains current on industry trends, emerging technologies, regulatory changes, and internal delivery practices Commercial & Pre/Post-Sales Support • Enable the team to support pre- and post-sales activities by contributing technical expertise, delivery insight, and customer context • Partner with account teams to identify expansion, optimisation, and revenue growth opportunities across the customer portfolio Cross-Functional Leadership • Represent the team across Product, Sales, Technology, Operations, Support, and regional leadership forums • Drive alignment, transparency, and knowledge sharing across functions and markets • Identify and sponsor process improvements that enhance delivery consistency, operational efficiency, and customer experience Performance, Reporting & Governance • Monitor team KPIs, delivery status, workload, risk profile, account health, and progress on personally owned customer engagements • Provide regular updates to leadership and ensure post-implementation reviews are completed, shared, and translated into improvement actions • Establish clear governance routines to track progress, manage escalations, and reinforce accountability within the team and across directly managed projects Issue & Incident Management • Act as senior escalation point for complex issues, major incidents, or customer-impacting delivery risks • Guide team members in driving resolution with clear ownership, timely communication, and effective stakeholder management • Ensure recurring issues are analysed and translated into preventive actions or process improvements Enablement & Continuous Improvement • Enable the team through customer training frameworks, knowledge transfer, playbooks, and reusable delivery practices • Champion initiatives that improve team productivity, delivery quality, customer experience, and operational scalability • Foster a culture of continuous improvement, lessons learned, and shared accountability for outcomes Corporate Security Responsibility 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.