Business Service Manager, End User Services

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Financial Messaging Services Full time
About the Role

Swift End User Services organization is looking an enthusiastic Business Service Manager to support its growth.

The End user Services organization aims at delivering world-class enterprise service to its internal community.

It is focusing on the M365 suite including the Power Platform, as well as Audio & Video, Telephony, End user devices, and Automation services.

What to Expect?

Relationship & Service Management- Build strong, collaborative relationships with business units, product owners and technology partners- Act as the bridge between End Users Services department and the business groups- Track user satisfaction and stakeholder feedback, finding opportunities to continuously improve services and relay this feedback to product owners)- Establish effective communications around service design, delivery and operations : new product, upgrades, changes, incidents, problems.- Professionally balance stakeholder expectations vs reality, especially around demand prioritization, product preferences and delivery timelines.- Champion End Users Services strategy, roadmap, services, people and processes. Demonstrate expertise around one or more product categories.


Business Knowledge- Develop an understanding of the main business activities and strategic objectives of the business groups represented.- Develop an understanding around how End User Services can improve the stakeholder productivity / efficiency, both in delivering its main business activities and achieving its strategic objectives.- Understand end-user expectations and bring this perspective to product owners for continuous improvement.


Adoption & Value- Understand how to identify and improve the value realization around the adoption of strategic end user services- Work collaboratively with collaborators to prioritize initiatives that will deliver the greatest value- Find opportunities for using end user services in new and innovative ways- Champion initiatives that result in new and better ways of doing business.

Project Delivery- Ensure that delivery teams provide regular reports regarding project status, issues, and changes to support regular collaborator communications and relationship management- Work with project managers and collaborators to ensure service requirements are captured, understood and agreed by all parties

Industry Expertise & Knowledge- Understand the EUS industry, trends, and future direction.- Understand how companies in similar industries are using EUS to improve collaboration, productivity and efficiency- Develop innovative ideas to improve EUS services

What will make you successful?

  • Able to work with senior collaborators to influence outcomes.
  • Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.
  • Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing.
  • Able to drive and facilitate cocreation to offer creative, innovative, and strategic solutions to business challenges.
  • Strong customer service orientation.
  • Ability to conduct research into project and portfolio management issues and products as required.
  • Ability to present ideas in businessfriendly and userfriendly language.
  • Highly selfmotivated and selfdirected; able to effectively prioritize and complete while under pressure.
  • Team oriented and skilled in working within a collaborative environment.
You may want to reach out to the recruiter for more information via LinkedIn;
Victor Ooi

, Senior Talent Acquisition.

What we offer

  • We put you in control of career
  • We give you a competitive package
  • We help you perform at your best
  • We help you make a difference
  • 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. An environment in which everyone's voice counts and where you can reach your full potential regardless of_ _age, background, culture, colour, disability, gender, nationality, race, religion_, or veteran/military status._

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