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.