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.

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.

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.

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.