Senior Service Management Engineer

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

Senior Service Management Engineer

Overview
Customer Operations plays a critical role in ensuring Vocalink delivers secure, reliable, and high‑performing payment services.
The Senior Service Management Engineer supports the day‑to‑day operational delivery of assigned services, developing strong service knowledge and acting as a developing operational Subject Matter Expert (SME). The role contributes to service stability, incident management, customer communication, and risk control, ensuring services operate in line with contractual and regulatory expectations.
Role
The Senior Service Management Engineer supports the operational management of services and customer interactions, working closely with the Customer Operations Manager to ensure effective service delivery.
The role takes responsibility for leading customer communications and preparing operational outputs, requiring the ability to interpret technical issues and translate them into clear, business‑focused messaging.
Key Responsibilities
Responsibilities include:
• Supporting the end to end operational delivery of services, ensuring activities align with SLAs, processes and regulatory requirements.
• Leading customer communications for incidents and operational updates, ensuring outputs are clear, accurate and aligned to agreed standards, and escalating where appropriate.
• Supporting the management and progression of operational incidents, including contributing to escalation and resolution activities.
• Preparing and producing major incident communications and reports, ensuring outputs are of a high standard and suitable for external stakeholders.
• Supporting delivery of contractual customer communications (incidents, changes, maintenance), ensuring adherence to defined timelines.
• Developing operational knowledge of assigned services, supporting the provision of guidance on service behaviour, customer impact and risk.
• Building effective operational relationships with customers and internal stakeholders, acting as a reliable point of contact.
• Translating technical and operational issues into clear, business focused messaging.
• Supporting the operational impact of change and release activity, ensuring risks are understood and escalated appropriately.
• Contributing to service improvements and risk mitigation activities, informed by incident trends and operational insight.
• Supporting delivery of audit actions, risk management activities and control requirements within agreed timelines.
• Producing service reporting and management information (MI), ensuring outputs are accurate, timely and fit for stakeholder consumption.
All About You / Experience
Essential
• Experience in a customer‑facing operational service delivery or support role.
• Experience within financial services, payments, or a similarly regulated environment, or demonstrable understanding of service criticality.
• Ability to understand technical information and communicate it clearly in business terms.
• Experience supporting incident management and customer communication.
• Experience contributing to or producing service reporting and management information outputs.
• Ability to work under pressure and manage competing priorities.
• Strong attention to detail and ability to follow structured, controlled processes.
• Experience building effective working relationships with stakeholders.
• Understanding of risk, control, and operational processes.
• Exposure to service management frameworks or delivery models (e.g. ITIL).
• Ability to work independently on assigned activities while contributing to a wider team.
Desirable
• Experience producing major incident reports or external‑facing communications.
• ITIL certification (or working towards).
• Understanding of service levels, SLAs and performance reporting.
• Previous experience in a similar service delivery or operational role.

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.