Vice President, Service Management Strategy

• Develop and own the service management strategy aligned with Mastercard’s long-term business and technology goals for RTP International
• Monitor market trends and organizational performance, as well as utilizing customer data, to identifying risks and implement action plans
• Develop strategic initiatives to modernize service platforms, introducing automation, AIOps, observability, and intelligent alerting
• Support the growth and profitability by socializing issues and potential solutions that improve service resilience and stability
• Identify and lead efficiency initiatives that directly improve customer-facing operations and organizational performance
• Leverage experience to create scalable service models that align with diverse client needs across geographies
• Guide strategic engagements with clients, participant banks and regulators
• Act as an advisor internally and externally, translating complex technical and operational concepts into clear, actionable strategies
• Design, implement and manage Service Governance and Reporting framework across all markets
• Set and maintain service level targets, KPIs and success measures
• Oversee service performance trends, demand signals, and emerging risks
• Provide actionable service insight to product and service providers
• Hold markets to account to adhere to Service Governance and Reporting requirements
• Use data and insight to inform prioritisation, investment, and continuous improvement decisions

• Experience in technology and 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, Six Sigma, or SRE practices