Mastercard
Manager, Service Management Engineering
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Manager, Service Management Engineering
Back Office & Operations - Customer Operations - Customer Operations Manager – Engineering
About Mastercard
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 come together to deliver products and services that help people, businesses, and governments realize their greatest potential.
About the Role
Manager, Service Management Engineering based in Customer Operations plays a critical role in ensuring Vocalink delivers secure, reliable, and high-performing payment services.
The Customer Operations Manager is responsible for:
- Day-to-day, end-to-end operational delivery of assigned services.
- Acting as an operational Subject Matter Expert (SME).
- Ensuring services align with contractual, regulatory, and customer expectations, with a strong focus on service stability, incident management, risk control, and continuous improvement.
Role Overview
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 demands the ability to:
- Interpret complex technical issues and translate them into clear, business-focused communication.
- Represent Vocalink confidently with customers, schemes, and industry stakeholders.
Key Responsibilities
The Customer Operations Manager will be accountable for:
- Ownership of end-to-end operational service delivery for assigned services, ensuring performance meets contractual obligations, SLAs, and regulatory requirements.
- Primary escalation point for incidents, taking ownership through to resolution, including:
- Leading major incident communications.
- Producing suitable reports for external publication to:
- Schemes
- Customers
- Regulators
- Ensuring all contractual customer communications (incidents, changes, maintenance) are accurate and delivered within agreed timeframes.
- Acting as the operational SME, providing authoritative guidance on:
- Service behaviour
- Risk assessment
- Customer impact
- Translating technical issues into business messaging.
- Building and maintaining senior operational relationships with:
- Schemes
- Customers
- Stakeholders Acting as a trusted point of contact with them.
- Managing the operational impact of change and release activity:
- Identifying, assessing, and mitigating risks.
- Driving service improvements and risk mitigation based on:
- Incident trends
- Root cause analysis
- Customer feedback
- Ensuring operational risks, audit actions, and control requirements are:
- Actively managed
- Delivered within agreed timelines.
- Producing and presenting:
- Service performance reporting
- Operational insights to:
- Stakeholders
- Senior management
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All About You / Experience
Essential Criteria
- Strong experience in a customer-facing service delivery or service management role, operating in a complex operational environment.
- Experience within financial services or payments, with an understanding of service criticality and regulatory expectations.
- Proven track record of:
- Building, owning, and developing relationships with senior external stakeholders.
- Including schemes and customers.
- Experience as a primary escalation point for incidents, owning:
- Customer communication.
- Ability to make proven, informed decisions under pressure, balancing:
- Customer impact
- Risk
- Service priorities.
- Experience producing:
- High-quality major incident reports.
- Post-incident outputs suitable for:
- External customers
- Schemes
- Regulators.
- Ability to:
- Interpret technical information.
- Translate it into clear, business-focused communication.
- Experience working with/negotiating:
- SLAs
- Service levels
- Performance expectations.
- Strong stakeholder management skills, with experience in:
- Influencing
- Challenging
- Building credibility across multiple levels.
- Experience in regulated and audit-driven environments, with knowledge of:
- Risk
- Control requirements.
- Commercial awareness, including understanding:
- Contracts
- Service obligations.
- Familiarity with service management frameworks or operational delivery models, such as ITIL.
- Ability to operate:
- Independently
- With minimal supervision
- Taking ownership of outcomes.
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Desirable Criteria
- ITIL certification.
- Knowledge of ISO20000 or similar service management standards.
- Previous experience in a similar operational or service delivery management role, particularly in:
- Payments
- Financial services.
Corporate Security Responsibility
All activities involving access to Mastercard’s assets, information, and networks come with an inherent risk. Therefore, every employee or contractor is responsible for:
- Adhering to Mastercard’s security policies and practices.
- Ensuring confidentiality and integrity of accessed information.
- Reporting any suspected information security violations or breaches.
- Completing mandatory security trainings, in accordance with Mastercard guidelines.
"Everyone wants easier ways to pay; we invent them."
"Checkout lines are slow; we speed them up." "Merchants want more sales; we give them data and insights." "People need financial access; we connect them." "Corporate purchasing is complicated; we make it simple." "Commuters are busy; we speed them on their way." "Governments need greater efficiencies; we help create them." "Small businesses are virtual; we give them access to a world of buyers." "Retailers want to fight fraud; we provide the tools."
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