Manager, Service Strategy

About the role

The Manager, Service Strategy will shape and execute the service management roadmap for Mastercard’s Real‑Time Payments (RTP) International portfolio. This role partners with product, engineering and infrastructure teams to ensure service resilience, technology transformation, and client‑focused operations.

Key responsibilities

• Develop and own the service management strategy aligned with Mastercard’s long‑term business and technology goals.
• Collaborate with product, engineering, and infrastructure teams to align operational readiness with product roadmaps and launches.
• Support initiatives to modernize service platforms, introducing automation, AIOps, observability, and intelligent alerting.
• Leverage consulting experience to create scalable service models for diverse client needs across geographies.
• Engage with clients, participant banks, and regulators to ensure service expectations and technical capabilities are aligned.
• Assist service operations leadership in identifying, structuring, and prioritising key issues and developing solutions that enhance customer experience.
• Monitor market trends and organisational performance, using customer data to identify risks and implement action plans.
• Identify efficiency initiatives that improve customer‑facing operations and organisational performance.

Required profile

• Experience in technology, consulting or service management roles.
• Strong stakeholder management and strategic acumen.
• Proven ability to support complex, high‑stakes service improvement initiatives across business units and regions.

Required skills