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ISO Operational Readiness Manager



Our Purpose

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 at https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html 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.

Job Title

ISO Operational Readiness Manager

Job Title: Service Readiness Manager

Location: Harrogate/London

Directorate: Technology Services

Job Band: TBA

Department: International Service Operations

Reporting to (job title): Director, Bizops, International Service Operations

Main Purpose of role

Vocalink is undergoing a strategic level of business change and growth, developing new revenues specifically by serving new International clients via the provision of regional Hubs, upon which, IPS related products and associated value-add products will be delivered and supported.

We are looking for a highly motivated and enthusiastic individual with a can do attitude and positive outlook, who will act as an ambassador for International Service Operations.

In this role, you will work collaboratively with all cross functional teams across Delivery, Engineering, and Product to ensure all Service/Operational Requirements have been captured and delivered from Concept to Implementation. Accountable for all Service Transition and Readiness activities, ensuring these are effectively planned in advance and all stakeholders are kept informed. Taking the lead to ensure the acceptance into service criteria has been met, any operational risks are clearly articulated and communicated to all parties in order to go live with an operationally viable service.

Key accountabilities and duties

•The Readiness Manager will represent International Service Operations throughout the delivery lifecycle and will be accountable for articulating the overall level of Operational Risk ensuring we are ready to go live and meet the critical milestone of Service Ready.

•You will lead and manage the overall Global Hubs Service Transition and Readiness activities, working closely with Delivery, SPM, Product, Engineering and BizOps encompassing the appropriate people, processes and tooling required.

•Responsible for ensuring all High Level Service Requirements, Teams, Roles and Responsibilities have been captured and documented during Concept and Elaboration.

•To work closely with the Service Design Team and ISO Technical Lead to facilitate the design of new features and capabilities for our customers and operations team, whilst ensuring optimum solutions are standardised across each hub.

•To work with Architecture, Product, Engineering to ensure Service and Operational requirements, features and functionalities are elaborated and developed to the required specification outlined in the Service and Solution Design.

•To ensure there is a traceability matrix for all Service Requirements/Features/Users Stories.

•To work closely with Delivery Teams (Infrastructure, Integration, BizOps) to help coordinate and track the Environment Readiness Activities (including provisioning of access), ensuring there is no environment contention and dependencies are effectively managed.

•To work closely with OAT to help coordinate and track completion of the overall Test Approach, Test Plans and Test Cases (to include the Service Requirements/Dependencies, Entry and Exit criteria's, required environments and access).

•To work closely with CTS and ISO Service Lead to facilitate testing of all ITSM processes and coordinate a Dress Rehearsal prior to go live.

•To work closely with OAT and Technical Publications to ensure all procedures and processes are updated and formalised in the Operations Guide, ensuring this is reviewed and signed off prior to go live.

•To work closely with the Test Managers across each discipline to facilitate the coordination of UAT, OAT, NFT in order to be Service Ready for Industry Testing, ensuring all defects have been highlighted with an agreed action plan.

•To work closely with delivery to ratify the migration/go live strategy, ensuring the support teams have adequate resource and knowledge to support.

•Responsible for producing the Transition Plan (to include Transition Support Model, Production Access and Deployment, Product and Environment Hardening, Live Proving and Communications).

•Manage Readiness programme governance across compliance, audit, security and risk processes in partnership with all Business Operations and Technology partners, ensuring seamless integration with the wider Hub programme governance

•To facility all Acceptance into Service activities and management of Dashboard/RAG, ensuring all risks and issues are logged, tracked and mitigated prior to go live.

•Providing ongoing reporting to provide executive visibility, confidence and assurance that all Readiness activities are being progressed on track with the delivery of Software solutions for a Hub

Knowledge and expertise (technical / role specific)


•Track record of consistent outstanding programme delivery

•Able to lead diverse teams in high pressure situations.

•Ability to work independently or as part of a team with strong collaboration skills.

•Executive level gravitas giving confidence and assurance of progress

•Successful delivery track record in a challenging, complex, dynamic, environment

•Demonstrable experience of working successfully in Agile environments


•Excellent Communications Skills - written and verbal.


•Knowledge of Payments Industry and Financial Services is an advantage



•Degree qualified or equivalent

•Professional certification (e.g. Prince2, Agile, MSP, PMP, APMP)


•Post graduate qualification, preferably in the Business Technology domain is an advantage

•Agile certification desirable

•ITIL certification desirable

Due to COVID-19, most of our employees are working from home. We've implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we're all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.?

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Requisition ID: R-114387