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Mastercard Logo Mastercard · IT - Administration

Manager, Service Strategy

United Kingdom, London · Job Posted May 31, 2026
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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, 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
  • Proven ability to influence various senior stakeholders and drive substantial change, requiring excellent communication and negotiation skills
  • A self-starter who can set challenging and meaningful goals for the team and deliver tangible results in a fast-paced environment
  • 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)
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