Manager, Service Strategy

Overview

In this role you will help shape and own the service management strategy for RTP International, aligning with Mastercard’s business and tech goals. You’ll partner with product, engineering and infrastructure teams to ensure readiness for launches and drive modernization with automation, AIOps, and observability. You’ll socialize issues and solutions to improve resilience, efficiency, and customer experience across live markets. This is a high-impact, cross-functional leadership role that blends strategic planning with pragmatic execution to support a secure, scalable real-time payments service.

Responsibilities

• Develop and maintain the service management strategy aligned with business and technology goals for RTP International
• Collaborate with product, engineering, and infrastructure teams to align readiness with roadmaps and launches
• Drive modernization initiatives—automation, AIOps, observability, intelligent alerting
• Socialize issues and potential solutions to improve service resilience and stability
• Support service operations leadership in prioritizing issues, defining problem statements, and delivering customer-focused solutions
• Monitor market trends and performance, use customer data to identify risks and implement action plans
• Identify efficiency initiatives to improve customer-facing operations and organizational performance

Key requirements

• Experience in technology, consulting, or service management, preferably in financial services or real-time payments
• Background in top-tier consulting with complex transformations
• Deep understanding of real-time payments, regulatory requirements, and high-availability architectures
• Strong stakeholder engagement and communication skills, comfortable with C-level and regulator influence
• Analytical and strategic thinking with execution discipline and measurable results
• Proven track record leading high-stakes strategic projects and cross-functional, cross-regional teams
• Problem-solving mindset with ability to deliver actionable insights
• Leadership and development experience for junior team members
• Excellent presentation and facilitation skills, verbal and written
• Self-starter capable of setting challenging goals in a fast-paced environment
• Certifications in ITIL, Six Sigma, or SRE practices (preferred)

• Stakeholder engagement
• Communication
• Leadership
• Real-time payments domain knowledge
• High-availability architectures
• ITIL/SRE/Six Sigma practices

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