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Manager, Service Management Strategy, RTP International

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Mastercard

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Location:
United Kingdom , London

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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.

Job Responsibility:

  • 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 identifying risks and implement action plans that protect and enhance customer trust
  • Identify efficiency initiatives that directly improve customer-facing operations and organizational performance

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
  • 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 for the team and deliver tangible results
  • Highly developed presentation, facilitation, and communication skills, both verbal and written
  • Providing leadership, direction and development to junior team members

Nice to have:

  • Certifications in ITIL, Six Sigma, or SRE practices (preferred)
  • Good understanding of the MC network and Real-time payments product portfolio (desirable)

Additional Information:

Job Posted:
February 20, 2026

Expiration:
March 13, 2026

Employment Type:
Fulltime
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