# Manager, Service Strategy

**Company**: Mastercard
**Location**: London, England
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/London-England-Angel-Lane/Manager--Service-Strategy_R-290390?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f403d64c-4d8

## Description

We are seeking a Manager, Service Strategy to 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.

**About the Role:**

- 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.

**Technology & Consulting Leadership**

- 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.

**Team Leadership & Stakeholder Engagement**

- 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.

**Nice to Have:**

- Certifications in ITIL, Six Sigma, or SRE practices.

- Good understanding of the MC network and Real-time payments product portfolio.

## Skills

### Required
- Service Management
- Strategic Thinking
- Stakeholder Engagement
- Communication
- Analytical Skills
- Leadership

### Nice to have
- ITIL
- Six Sigma
- SRE practices
- Real-time payments product portfolio

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Source: [Apply at mastercard.wd1.myworkdayjobs.com](https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/London-England-Angel-Lane/Manager--Service-Strategy_R-290390?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)