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Director, Service Strategy

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Mastercard

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Director, 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 organizational skills as the individual will govern and manage service improvement initiatives that require seamless collaboration across business units and regions. The role involves shaping, executing and evolving the service roadmap to achieve a stable and resilient Real-Time Payments service.

Job Responsibility:

  • Define and measure Service level agreements externally and manage internal teams with tightly defined Operational level agreements
  • Govern the Real time Payments service with regular service reviews with internal technology teams and third-party vendors
  • Collaborate with product, engineering, and infrastructure teams to align operational readiness with product roadmaps and launches
  • Define 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 experience to create scalable service models that align with diverse client needs across geographies
  • Guide 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
  • Lead the service operations teams in identifying, structuring, and prioritizing the service metrics and measure the OLAs
  • 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 and lead efficiency initiatives that directly improve customer-facing operations and organizational performance

Requirements:

  • Experience in technology or service management roles, ideally within Financial services or Real-time payments ecosystems
  • Deep understanding of real-time payment systems, regulatory requirements, and high-availability architectures
  • Exceptional leadership, 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
  • A problem-solver with an analytical mindset
  • Demonstrated ability to lead and motivate cross-functional and cross-regional teams without direct reporting lines
  • Proven ability to influence various senior stakeholders and drive substantial change
  • A self-starter who can set challenging and meaningful goals
  • Highly developed presentation, facilitation, and communication skills, both verbal and written
  • Providing leadership, direction and development to junior team members
  • Certifications in ITIL preferred
  • Good understanding of payments services in a financial institution

Additional Information:

Job Posted:
February 14, 2026

Expiration:
March 31, 2026

Employment Type:
Fulltime
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