Service Manager
Swift
ABOUT US
We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.
We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
Within Swift's customer Advanced Support & Care offering the Service Manager is accountable to manage dedicated end-to-end operational delivery and relationship to a number of customer locations. The Service Manager operates in a complex, highly automated and integrated (FNAO) and high risk operational environment, where business impact caused by outages is high with potential impact on Swift's reputation. The scope covers the Swift infrastructure at the customer site and related management of problems and operations. The goal is to reduce operational risk and to increase customer resilience. Ultimately this results in an increased customer satisfaction. The role is a delivery component for customers subscribed to a Premium Plus support package.
Key Responsibilities
Setup and maintain a long-lasting operational relationship with complex customers expecting operational excellence at all times. Ensure the proper delivery of all services defined in the related Premium Plus support package, especially the regular customer meetings.
Promote & propose changes in the customer environment to increase resilience through identifying needs and requirements and managing architecture/application solutions, ensuring effectiveness in meeting customer expectations for ongoing high quality services
Setup, maintain and provide oversight for all deliverables of the dedicated customer support service, including but not limited to the monitoring of critical systems, organizing health checks and providing recommendations, training on troubleshooting and other courses, availability reporting, escalation contacts and procedures.
Mobilise and coordinate identified support analysts when dealing with complex cases, where management attention is required and/or where engagement of different departments must be organized in close cooperation with support management and support engineers
Initiate, organise and manage the communication both internally at Swift and with the customer, ensuring customer impact is well understood and escalations are managed adequately. This includes post incident reviews.
Act as a single point of contact for any operational aspect between the customer and Swift. Coordinate actions within Swift and ensure consistency towards the customer.
Build and maintain networks within Swift and with the customer at management level, to ensure fast and efficient resolution of issues.
Define and improve processes and tools to respond to the operational risk/resiliency needs of customers and improve the effectiveness of the delivery chain.
Contribute to Premium Services Forum, the annual meeting with all customers on a Premium support package
Qualifications:
University degree or higher in IT/engineering/science or equivalent
At least 7 years of relevant experience within the area of technical support and/or operations, of which at least 4 years experience with Swift products and services.
At least 5 years experience with customer relationship management on a technical/operational base
What we offer
We put you in control of career
We give you a competitive package
We help you perform at your best
We give you the freedom to be yourself
We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.
If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.
Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.
