Manager, Service Strategy

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, Service Strategy

Manager, Service Management Strategy will play a pivotal role in shaping the strategy to enable service resilience, technology transformation, and client-focused service operations across the live-markets portfolio of RTP International. This position demands exceptional stakeholder management and strategic acumen, as the individual will support complex, high-stakes service improvement initiatives that require seamless collaboration across business units and regions. The role involves supporting the shaping and executing of the service roadmap to achieve a stable and resilient Real-Time Payments service.

About the Role:
Service Strategy & Innovation
• Support in developing and owning the service management strategy aligned with Mastercard’s long-term business and technology goals for RTP International.
• Collaborate with product, engineering, and infrastructure teams to align operational readiness with product roadmaps and launches.
• Support strategic initiatives to modernize service platforms, introducing automation, AIOps, observability, and intelligent alerting.
• Drive growth and profitability by socializing issues and potential solutions that improve service resilience and stability.
Technology & Consulting Leadership
• Leverage consulting experience to create scalable service models that align with diverse client needs across geographies.
• Support strategic engagements with clients, participant banks and regulators to ensure service expectations and technical capabilities are fully aligned.
• Act as an advisor internally and externally, translating complex technical and operational concepts into clear, actionable strategies.
Team Leadership & Stakeholder Engagement
• Support the service operations team leadership in identifying, structuring, and prioritizing key issues, defining problem statements, and developing solutions that elevate the customer experience.
• Drive progress on team goals and internal strategic projects focused on operational improvements, customer satisfaction, and communications.
• Monitor market trends and organizational performance, as well as utilizing customer data, to identifying risks and implement action plans that protect and enhance customer trust.
• Identify efficiency initiatives that directly improve customer-facing operations and organizational performance.

About You
Experience in technology, consulting or service management roles, ideally within Financial services or Real-time payments ecosystems.
Proven background in top-tier consulting firms with direct experience leading complex transformation programs.
Deep understanding of real-time payment systems, regulatory requirements, and high-availability architectures.
Exceptional stakeholder engagement, and communication skills; comfortable influencing C-level stakeholders and regulators.
Strong analytical and strategic thinking skills with a bias for execution and measurable results.
Proven track record of leading high-stakes strategic projects with significant impact, demonstrating an ability to navigate and influence at the highest levels of the organization.
A problem-solver with an analytical mindset, capable of cutting through noise and complexity to deliver clear, actionable insights.
Demonstrated ability to lead and motivate cross-functional and cross-regional teams without direct reporting lines, showcasing strong leadership and collaboration skills.
Proven ability to influence various senior stakeholders and drive substantial change, requiring excellent communication and negotiation skills.
A self-starter who can set challenging and meaningful goals for the team and deliver tangible results in a fast-paced environment.
Highly developed presentation, facilitation, and communication skills, both verbal and written.
Providing leadership, direction and development to junior team members.
Qualifications
Certifications in ITIL, Six Sigma, or SRE practices (preferred).
Good understanding of the MC network and Real-time payments product portfolio (desirable).

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.