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ITSM Process Manager

1 month ago

Kuala Lumpur, Kuala Lumpur, Malaysia Swift Software Full time

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.

What to expect?

We are seeking an ITSM Process Manager to drive the successful execution and continuous improvement of ITIL-based ITSM processes. In this role, you will be responsible for the design, implementation, and optimization of ITSM processes to ensure that IT services are delivered smoothly, efficiently, and in line with business expectations. You will work closely with cross-functional teams, ensuring adherence to best practices and standards, and driving automation to improve efficiency and compliance.

Your responsibilities will include:

  • Process Management Leadership: Lead the design, implementation, and optimization of IT service management processes to ensure efficient planning, communication, implementation, and documentation of all changes and requests, minimizing risk and downtime.
  • Process Improvement: Continuously enhance key processes to ensure that standard, repeatable tasks are handled efficiently, improving customer satisfaction and meeting service level agreements (SLAs).
  • Process Optimization: Continuously identify opportunities for process improvements, leveraging ITSM tools such as ServiceNow to enhance automation, reduce manual intervention, and increase efficiency.
  • Policy and Governance: Ensure that ITSM processes align with governance policies, risk management, and compliance requirements.
  • Stakeholder Collaboration: Work with business owners, service delivery teams, and IT security to ensure smooth and effective change implementation, aligning with business needs while ensuring compliance with best practices.
  • Metrics and Reporting: Track, analyze, and report on the performance of processes, identifying areas for improvement and proactively addressing issues.
  • Training and Documentation: Provide training and clear documentation for both internal teams and customers, ensuring that all stakeholders are fully informed about process changes and best practices.
What will make you successful?
  • ServiceNow Expertise: 6-10 years of experience in ITSM Process Management, including designing and implementing solutions on the ServiceNow platform, and optimizing ITSM processes like Change and Service Request Management. It would be preferable to have experience in Product Ownership or have been part of a Product Delivery Team.
  • ITIL Certifications: ITIL Foundation certified, with preference for ITIL Strategic Leader certifications, demonstrating a strong understanding of ITIL frameworks and service management best practices.
  • Process Optimization and Automation: Proven ability to drive process improvements and automation, using ServiceNow tools to increase efficiency, reduce manual tasks, and align workflows with business needs.
  • Operational and Stakeholder Collaboration: Experience in managing critical systems' operations, collaborating with cross-functional teams, and ensuring compliance with governance, risk, and security requirements.
  • Training and Reporting: Strong skills in reporting, training, and creating clear documentation to support teams and stakeholders on process changes and ServiceNow functionality.

Other Skills you will bring?

  • Strong Relationship Management in Global Settings: Exceptional stakeholder management and relationship-building skills, effectively collaborating with internal teams and external vendors in a truly international environment, serving as a firm and reliable counterpart.
  • Servant Leadership: A servant leadership approach that empowers and inspires teams, fostering an environment where you can challenge the status quo and get things done through exceptional interpersonal relationships and collaboration.
  • Strategic and Results-Oriented Thinker: Demonstrated ability to align vision and concepts with strategic goals, leveraging persuasive communication, problem-solving skills, and accountability to drive results and continuous improvement.
  • Collaborative Team Player: Detail-oriented, flexible, and committed to operational excellence, fostering teamwork by sharing solutions, proactively offering support, and maintaining clear and effective communication in English across diverse, multicultural teams.

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.

Swift doesn't stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now.

Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country.

We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too — an impact that matters every day. Which is why you matter to us.

Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you'll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world.

Swift is unique. There is no other organisation like ours in the world driving the long-term future of the financial ecosystem. You'll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive environment.

At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day.

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