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About the Role

Manager, Service Management Strategy will shape 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.

Responsibilities

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.
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.
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 identify risks and implement action plans that protect and enhance customer trust.
Identify efficiency initiatives that directly improve customer-facing operations and organizational performance.
Providing leadership, direction and development to junior team members.

Requirements

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.
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.

Skills

Service resilience
Technology transformation
Client-focused service operations
Stakeholder management
Strategic acumen
Service roadmap execution
Real-Time Payments service
Service management strategy
Operational readiness
Product roadmaps
Product launches
Service platform modernization
Automation
AIOps
Observability
Intelligent alerting
Growth
Profitability
Scalable service models
Client needs alignment
Strategic engagements
Participant bank engagement
Regulator engagement
Service expectations alignment
Technical capabilities alignment
Advisory
Complex technical concepts translation
Complex operational concepts translation
Actionable strategies development
Service operations team support
Issue identification
Issue structuring
Issue prioritization
Problem statement definition
Solution development
Customer experience elevation
Team goal progress
Internal strategic projects
Operational improvements
Customer satisfaction
Communications
Market trend monitoring
Organizational performance monitoring
Customer data utilization
Risk identification
Action plan implementation
Customer trust enhancement
Efficiency initiatives
Customer-facing operations improvement
Organizational performance improvement
Consulting
Service management
Financial services
Real-time payments ecosystems
Complex transformation programs leadership
Real-time payment systems understanding
Regulatory requirements understanding
High-availability architectures understanding
Stakeholder engagement
Communication skills
Influencing C-level stakeholders
Influencing regulators
Analytical thinking
Strategic thinking
Execution bias
Measurable results focus
High-stakes strategic projects leadership
Organizational navigation
Organizational influence
Problem-solving
Analytical mindset
Clear insights delivery
Actionable insights delivery
Cross-functional team leadership
Cross-regional team leadership
Collaboration
Negotiation skills
Goal setting
Fast-paced environment adaptation
Presentation skills
Facilitation skills
Verbal communication
Written communication
ITIL (preferred)
Six Sigma (preferred)
SRE practices (preferred)
MC network understanding (desirable)
Real-time payments product portfolio understanding (desirable)

Experience Level

Manager

About the Company

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.
Everyone wants easier ways to pay; we invent them.
Checkout lines are slow; we speed them along.
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.