Service Manager - Enterprise Ops

Swift Manassas , VA 20108

Posted 3 months ago

SWIFT provides the platform, messaging, standards, and products & services to over 11,000 customers in 200+ countries and territories. Our employees are the foundation of this success.

SWIFT has an unique corporate mindset, where diversity, personal development and networking are actively encouraged. And we think you'll like our office culture, built around the way we work to achieve a healthier work/life balance.

If you want to be part of our dynamic, multi-cultural institution with over 2800 employees of 75 nationalities, in 26 offices worldwide, then explore the vast opportunities, rewards and internationally competitive packages that are waiting for you here at SWIFT.

Responsibilities

At Enterprise Operations we manage 24/7 all applications, SAP & Windows Backoffice Support, systems and network monitoring for our internal systems / services and all swift.com services. On top of that, we operate our Internal Servicedesk that acts as our first line remote Helpdesk support for Internal users, offer Deskside/On Site Engineer support for selected sites & Asset Management activity as well.

As an EO Service Manager, you orchestrate and oversee the end-to-end service delivery to EO's customers.

Your mission is to ensure that EO as an organisation is meeting service level agreed with our customers, to reduce operational risks and to increase service quality (availability and performance) through continuous improvement.

You provide to your identified customers regular reports on all dimensions of relevant Services in your portfolio.

You operate according to the common EO Service Management framework

  • Contribute to the definition of the EO Service Management Framework

  • Act as a point of contact for EO within the scope of Office Automation, Projects (New Offices and Existing Offices), managing External Partners delivering services for EO Locally all in coverage of the Americas and Europe Region (not limited to).

  • Identify the Services that your customers are receiving from EO, where and how they are operated

  • Review current Operational Level. Align them with customers' requirements if needed

  • Ensure that all processes impacting Services in your portfolio are documented, understood and adhered to by all parties. Identify and report on deviations

  • Regularly report on Services incidents, problems, changes and capacity to your customers

  • Mobilise needed resources when dealing with complex issues impacting service levels, where management attention is required and/or where engagement of different departments must be organised

  • Contribute to identify Problems (recurring or serious incidents) impacting services in your portfolio, work with EO Problem Manager to resolution.

  • Act as a point of contact for all operational issues towards EO, including Duty Managers and senior management in case of critical issues

  • Identify and drive continuous improvement actions to improve the effectiveness, efficiency and the overall quality of the Services in your portfolio

  • Act as a point of contact for all new Services request from your customers

  • Coordinate and monitor the onboarding (Service Transition) of new services

  • When needed, ensure that proper User Acceptance Testing and Pilot testing is effectively happening to ensure a smooth go live transition (Service Transition)

  • Together with EO Deployment Coordination, coordinate Enterprise Operations and other involved teams for planning and preparing maintenance patching, release deployments.

  • With your customers, forecast future capacity requirements based on business plans, usage trends, sizing of new services, etc. Assess the impact for EO teams

  • Provide constant reviews and feedback on potential risks, non-compliance and threats in live environments, and propose appropriate corrective measures

Qualifications

  • University degree in Computer Science, Electronics, Information Systems, Business Administration or related field, or equivalent work experience
  • 3 years of relevant experience within the area of technical support and/or operations, of which at least 2 years' experience with SWIFT operations. At least 2 years' experience with customer relationship management on a technical/operational and supervisory
  • ITIL foundation certification
  • ITL Expert certification a plus

What we offer

  • Competitive salary and bonus with exceptional benefits /100% company paid Medical/Dental/Vision/Life Insurance

  • 401(k) matching

  • Excellent training and career development opportunities

  • Career Advancement

  • 4 weeks paid vacation & 12 Holidays

  • Friendly, professional, stable working environment where one can grow in their career

  • Casual/Professional Environment

  • Company Paid Gym Membership

  • Tuition Reimbursement

  • Company Functions & Community Outreach Programs

SWIFT is an Equal Opportunity Employer


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Service Manager - Enterprise Ops

Swift