Mastercard
Manager, Service Management Engineering
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Manager, Service Management Engineering
Manager, Service Management Engineering
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, innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realise their greatest potential.
Role Overview
Customer Operations plays a critical role in ensuring Vocalink delivers secure, reliable, and high-performing payment services.
The Customer Operations Manager is responsible for the day-to-day, end-to-end operational delivery of assigned services, acting as an operational Subject Matter Expert (SME). The role ensures services are delivered in line with contractual, regulatory, and customer expectations, with a strong focus on:
- Service stability
- Incident management
- Risk control
- Continuous improvement
Key Responsibilities
- Own end-to-end operational service delivery for assigned services, ensuring performance meets:
- Contractual obligations
- SLAs
- Regulatory requirements
- Act as the primary operational escalation point, taking ownership of incidents through to resolution, including leading:
- Major incident communications
- Reports suitable for external publication to schemes, customers, and regulators
- Ensure accurate and timely contractual customer communications on:
- Incidents
- Changes
- Maintenance (within agreed timeframes)
- Act as the operational SME, providing authoritative guidance on:
- Service behaviour
- Risk
- Customer impact
- Translating technical issues into clear business messaging
- Build and maintain senior operational relationships with:
- Schemes
- Customers
- Stakeholders
- Acting as a trusted point of contact
- Manage operational impact of change and release activity, with risks:
- Identified
- Assessed
- Mitigated
- Drive service improvements and risk mitigation informed by:
- Incident trends
- Root cause analysis
- Customer feedback
- Active risk, audit, and control management, ensuring actions are delivered within agreed timelines
- Produce and present service performance reports and operational insights to:
- Stakeholders
- Senior management
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Essential Requirements
✔ Strong experience in a customer-facing service delivery or service management role in a complex operational environment
✔ Finance/payments experience, with understanding of:
- Service criticality
- Regulatory expectations
✔ Proven ability to build, own, and develop relationships with:
- Senior external stakeholders
- Schemes and customers
✔ Incident escalation experience, including:
- Ownership of customer communications
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✔ Decisiveness under pressure, balancing:
- Customer impact
- Risk
- Service priorities
✔ Experience producing high-quality major incident reports/post-incident outputs for:
- External customers, schemes, regulators
✔ Ability to interpret technical information and translate into clear business communication
✔ SLA/performance negotiation experience
✔ Strong stakeholder management, including the ability to:
- Influence
- Challenge
- Build credibility
✔ Experience in regulated, audit-driven environments, with knowledge of:
- Risk
- Control
✔ Commercial awareness (contracts, service obligations)
✔ Knowledge of service management frameworks (e.g., ITIL) or operational delivery models
✔ Independent worker with:
- Ownership mindset
- Minimal supervision needs
Desirable Experience
🔹 ITIL certification 🔹 Knowledge of ISO20000 or similar service management standards 🔹 Previous experience in a similar operational/service delivery management role within:
- Payments
- Financial services
Corporate Security Responsibility
As a Mastercard employee, you are responsible for:
- Adhering to Mastercard’s security policies and practices
- Protecting confidentiality and integrity of accessed information
- Reporting any suspicious security activity or breaches
- Completing periodic mandatory security training per Mastercard guidelines
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