Mastercard
Manager, Service Management Engineering
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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 and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realise their greatest potential.
Manager, Service Management Engineering
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, and continuous improvement.
Role
The Customer Operations Manager acts as the primary operational contact and escalation point for schemes and customers, owning service performance and ensuring issues, risks and changes are managed effectively.
The role requires the ability to interpret complex technical issues and translate them into clear, business-focused communication, representing Vocalink confidently with customers, schemes, and industry stakeholders as required.
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Key Responsibilities
- Ensuring end-to-end operational service delivery for assigned services aligns with contractual obligations, SLAs, and regulatory requirements.
- Acting as the primary operational escalation point, owning incidents through resolution including leading major incident communications and external reporting for schemes, customers, and regulators.
- Ensuring contractual customer communications (incidents, changes, maintenance) are delivered correctly and within agreed timeframes.
- Providing authoritative guidance as the operational SME, translating technical issues into clear business messaging.
- Developing and maintaining senior operational relationships with schemes, customers, and stakeholders to build trust.
- Managing the impact of operational changes and releases, identifying, assessing, and mitigating risks.
- Driving service improvements and risk mitigation based on incident trends, root cause analysis, and customer feedback.
- Ensuring operational risks, audit actions, and control requirements are actively managed and delivered on time.
- Providing stakeholder-friendly reports on service performance and operational insights.
All About You / Experience
Essential
- Strong customer-facing service delivery or service management experience in complex operational environments.
- Experience in financial services or payments, understanding service criticality and regulatory expectations.
- Proven ability to build, own, and develop relationships with senior external stakeholders, including schemes and customers.
- Experience as a primary incident escalation point, ensuring customer communication meets expectations.
- Ability to make informed decisions under pressure, balancing customer impact, risk, and service priorities.
- Experience producing high-quality incident reports for external stakeholders and regulators.
- Proficiency in interpreting technical information and translating it for business clarity.
- Experience in negotiating SLAs, service levels, and performance expectations.
- Exceptional stakeholder management—encouraging influence, challenge, and credibility across levels.
- Familiarity with regulated and audit-driven environments, knowledge of risk and controls.
- Commercial awareness, including contracts and service obligations.
- Knowledge of service management frameworks (e.g., ITIL).
- Ability to work independently with minimal supervision.
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Desirable
- ITIL certification.
- Knowledge of ISO 20000 or similar service management standards.
- Prior experience in a similar operational or service delivery management role in payments or financial services.
Corporate security responsibility
All employees must uphold Mastercard’s security standards by:
- Adhering to Mastercard’s security policies and practices.
- Ensuring the confidentiality and integrity of accessed information.
- Reporting any suspicious security violation or breach.
- Completing mandatory periodic security trainings.
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