ITSM Process Owner

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.

Responsibilities:

We are seeking an ITSM Process Owner to drive the successful execution and continuous improvement of ITIL-based ITSM processes. In this role, you will design, implement, and optimize ITSM processes to ensure that IT services are delivered efficiently, reliably, and in alignment with business expectations. You will collaborate across teams, ensure adherence to best practices, and drive automation to improve efficiency, compliance, and customer satisfaction.

Your responsibilities will include:

• Process Leadership: Lead the design, implementation, and end-to-end optimization of IT service management processes (with broad experience across on Incident, Problem and Service Request Management), ensuring efficient planning, communication, and documentation while minimizing risk and downtime.
• Continuous Improvement & Automation: Identify and deliver process improvements, leveraging ServiceNow to increase automation, reduce manual work, and enhance service quality.
• Governance & Compliance: Ensure ITSM processes align with governance frameworks, risk management, and compliance requirements across global operations.
• Stakeholder Collaboration: Partner with business owners, IT delivery teams, and security functions to enable smooth process adoption and change implementation, balancing business needs with compliance and risk controls.
• Metrics & Reporting: Define, track, and report on KPIs and process performance, driving data-informed improvements and proactively addressing bottlenecks or risks.
• Training & Documentation: Develop clear process documentation, knowledge articles, and training to support adoption and enable teams and stakeholders to follow best practices effectively.

Qualifications:

• Experience: 6–10 years in ITSM Process Management, with proven success designing and optimizing ITIL processes on ServiceNow. Experience in Product Ownership or Product Delivery Teams is preferred.
• ITIL Expertise: ITIL Foundation certified (ITIL Strategic Leader certifications preferred), with a strong understanding of ITIL frameworks and service management best practices.
• Regulatory Awareness: Familiarity with operational resilience regulations; exposure to the EU Digital Operational Resilience Act (DORA) is a strong plus.
• Automation & Optimization: Demonstrated ability to drive automation and streamline workflows within ServiceNow to align with business needs. Having CSDM experience is a plus.
• Operational & Stakeholder Management: Experience managing critical systems and collaborating with cross-functional, global teams to ensure compliance with governance, risk, and security standards.
• Reporting & Training: Strong skills in reporting, training, and clear documentation to support organizational adoption of ITSM processes and ServiceNow functionality.

Other Skills:

• Global Stakeholder Management: Exceptional relationship-building skills, effectively collaborating with international teams and vendors across diverse cultures and time zones.
• Servant Leadership: A leadership style that empowers and inspires teams, fostering an environment of collaboration, trust, and accountability while constructively challenging the status quo.
• Strategic & Results-Oriented: Ability to align ITSM vision with business strategy, driving measurable improvements through persuasive communication, problem-solving, and ownership.
• Collaborative Team Player: Detail-oriented, flexible, and committed to operational excellence, with clear communication in English and a proactive approach to teamwork.

If you are interested in this opportunity or would like to learn more, please apply here.

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. 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.