Senior Service Strategy Lead for Real-Time Payments

Title And Summary

Manager, Service Strategy

Manager, Service Management Strategy will 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. This position demands exceptional stakeholder management and strategic acumen, as the individual will support complex, high-stakes service improvement initiatives that require seamless collaboration across business units and regions. The role involves supporting the shaping and executing of the service roadmap to achieve a stable and resilient Real-Time Payments service.

About The Role

Service Strategy & Innovation

• 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 identify risks and implement action plans that protect and enhance customer trust.
• Identify efficiency initiatives that directly improve customer‑facing operations and organizational performance.

About You

• 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.

Qualifications

• Certifications in ITIL, Six Sigma, or SRE practices (preferred).
• Good understanding of the MC network and Real‑time payments product portfolio (desirable).

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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