Manager, Service Strategy

About the role

Mastercard is seeking a Manager, Service Strategy to shape and execute the service roadmap for its Real‑Time Payments (RTP) portfolio. The role will drive service resilience, technology transformation and client‑focused operations across global markets.

Key responsibilities

• Develop and own 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 ensure operational readiness for new product launches.
• Lead strategic initiatives to modernise service platforms, introducing automation, AIOps, observability and intelligent alerting.
• Engage with clients, participant banks and regulators to align service expectations and technical capabilities.
• Support the service operations team in prioritising issues, defining problem statements and delivering solutions that improve customer experience and trust.

Required profile

• Experience in technology, consulting or service management, preferably within financial services or real‑time payments.
• Proven track record of leading complex transformation programmes in top‑tier consulting environments.
• Strong stakeholder‑engagement skills with the ability to influence C‑level executives and regulators.
• Analytical mindset with a bias for execution and measurable results.

Required skills

• AIOps
• Observability
• Intelligent alerting
• Automation
• ITIL (preferred)
• Six Sigma (preferred)
• SRE practices (preferred)
• Real‑time payments systems and high‑availability architectures