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Manager, Market Delivery

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Mastercard

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Location:
Netherlands , Amsterdam

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Market Delivery Northern Europe 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 partnership 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.

Job Responsibility:

  • 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
  • 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 PMO or project managers where applicable
  • 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
  • Assist in pre- and post-sales activities, contributing technical expertise to proposals
  • Partner with account teams to identify expansion and revenue growth opportunities
  • Coordinate across Product, Sales, Technology, Operations, and Support
  • Drive alignment and knowledge sharing
  • Identify opportunities for process improvements and customer experience efficiency
  • Track KPIs, delivery status, and account health
  • Provide regular updates and lead post implementation reviews
  • Act as escalation point for complex issues or major incidents
  • Drive resolution with clear communication to customers and leadership
  • Support customer training, knowledge transfer, and process improvements
  • Champion initiatives that enhance efficiency and customer experience

Requirements:

  • Bachelor’s degree in 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
  • Fluent in Dutch and English, based in the Netherlands

Nice to have:

  • PRINCE2, Agile (CSM/PSM/SAFe) certifications
  • Experience with regulatory or compliance-driven implementations

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
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