Manager, Service Strategy Job at Mastercard (London)

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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Manager, Service Strategy

Job Responsibility

Requirements

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