Manager, 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 Manager, Market Delivery

Manager – Market Delivery & Technology Account Management UK&I

Role Overview

Market Delivery UK&I 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 manager, Market Delivery & Technology Account Management, is responsible for onboarding, implementation, and ongoing technology partnerships with Mastercard customers. Acting as a trusted advisor and delivery owner, the role ensures that Mastercard solutions are successfully deployed, optimised, and supported throughout the customer lifecycle.

You will be responsible for bringing complex projects live and successfully resolving operational and processing issues of varying complexity to the customer’s satisfaction.

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, and leadership skills to identify opportunities, guide complex projects, and ensure seamless service delivery.

Key Responsibilities

Customer & Account Partnership

• Serve as the primary technology point of contact for strategic customers
• Build and maintain trusted relationships with strategic customers
• Ensure operational, compliance, and optimisation needs are met
• Be a trusted advisor, addressing inquiries, concerns and escalations

Delivery Ownership & Project Oversight

• Own or oversee end-to-end delivery of onboarding and implementation initiatives
• Identify bottlenecks and proactively implement solutions with internal teams
• Maintain delivery plans, milestones, and dependencies
• Partner with program/project managers where applicable

Technology & Industry Expertise

• Provide consultative guidance on Mastercard solutions and the payments ecosystem
• Translate technical concepts/requirements into business-relevant outcomes
• Stay up to date on industry trends, emerging technologies & regulatory changes

Commercial & Pre/Post-Sales Support

• Assist in pre- and post-sales activities, contributing technical expertise to proposals
• Partner with account teams to identify expansion and revenue growth opportunities

Cross-Functional Leadership

• Coordinate across Product, Sales, Technology, Operations, and Support
• Drive alignment and knowledge sharing
• Identify opportunities for process improvements and customer experience efficiency

Performance, Reporting & Governance

• Track KPIs, delivery status, and account health
• Provide regular updates and lead post implementation reviews

Issue & Incident Management

• Act as escalation point for complex issues or major incidents
• Drive resolution with clear communication to customers and leadership

Enablement & Continuous Improvement

• Support customer training, knowledge transfer, and process improvements
• Champion initiatives that enhance efficiency and customer experience

All About You We are looking for a customer-focused, technically proficient, and strategic thinker who thrives in a complex, fast-paced, collaborative environment. The ideal candidate should possess:

• Bachelor’s degree (e.g. Engineering, Computer Science, Information Systems, Business) or equivalent experience
• Proven experience in payments, financial services, or complex technology delivery
• Ability to grasp and clearly communicate complex technical concepts
• Strong customer-facing, delivery, and stakeholder management background
• Excellent communication, analytical, and problem-solving skills
• Solution-driven mindset
• Comfortable operating in fast-paced, matrixed environments
• Proven experience in strong relationship-management skills
• Fluency in English required, role based in London or Waterloo

Nice to Have

• PRINCE2, Agile, or equivalent certifications
• Experience with regulatory or compliance-driven implementations

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.