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

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 in Spain and Portugal 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 & Technology Account Management professionals.
• Set priorities, drive performance, and foster a collaborative, customer-focused culture.
• Support team capability building, mentoring, and knowledge sharing.

Customer & Relationship Management

• Oversee technology partnerships with strategic customers across Spain and Portugal.
• Act as the senior escalation point for complex customer issues and delivery challenges.
• Personally manage selected strategic customer relationships and high-profile engagements.

Delivery & Project Leadership

• Ensure successful onboarding, implementation, and ongoing support of Mastercard solutions.
• Oversee project delivery, governance, risks, dependencies, and execution across the team portfolio.
• Lead critical customer initiatives, complex implementations, and priority projects.

Technology & Business Partnership

• Serve as a trusted advisor to customers on Mastercard solutions, technology, and industry developments.
• Partner with Sales, Product, Technology, Operations, and Support teams to deliver customer outcomes and identify growth opportunities.
• Translate technical concepts into business value for customers and stakeholders.

Performance & Continuous Improvement

• Monitor delivery performance, customer health, risks, and key operational metrics.
• Drive process improvements, knowledge sharing, and scalability across the team.
• Ensure lessons learned are captured and translated into continuous improvement actions.

All About You

We are looking for a customer-focused, technically proficient, and people-oriented leader who is equally comfortable leading a team and personally driving critical customer engagements. The ideal candidate should possess:

• Bachelor’s degree in Engineering, Computer Science, Information Systems, Business, or equivalent experience
• Proven experience in payments, financial services, or complex technology delivery
• Demonstrated ability to lead, coach, and develop individual contributors in a matrixed environment
• Strong delivery governance, prioritisation, workload management, and escalation-management capabilities
• Ability to grasp and clearly communicate complex technical concepts to customers, team members, and senior stakeholders
• Proven ability to balance team leadership responsibilities with direct ownership of strategic customers, complex projects, or critical escalations
• Strong customer-facing, delivery, and stakeholder management background
• Excellent communication, analytical, coaching, and problem-solving skills
• Solution-driven mindset with the ability to balance customer outcomes, team capacity, and business priorities
• Comfortable operating in fast-paced, matrixed environments with cross-functional accountability
• Proven relationship-management skills and ability to influence without direct authority
• Fluency in English and Spanish required; role based in Madrid

Nice to Have

• PRINCE2, Agile (CSM/PSM/SAFe), PMP, or equivalent delivery leadership certifications
• Experience with regulatory or compliance-driven implementations

• Previous people leadership, team lead, or formal mentoring experience in a customer-facing technology delivery environment

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.