Service Manager

Swift; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

A leading company in secure financial messaging services is looking for a Service Manager in Madrid. The successful candidate will manage operational delivery and customer relationships, ensuring excellence in service for premium support clients. This is a key role that requires extensive experience and offers a competitive compensation package along with career development opportunities.

Servicios

Control over your career development

Competitive compensation package

Support to perform at your best

Opportunities to make a meaningful impact

Diverse and inclusive environment

Formación

• At least 7 years of relevant experience in technical support and/or operations.
• Minimum 4 years experience with Swift products and services.
• At least 5 years experience in customer relationship management on a technical/operational level.

Responsabilidades

• Establish and maintain operational relationships with complex customers.
• Coordinate support analysts for complex management cases.
• Serve as the single point of contact for operational matters.

Conocimientos

Customer relationship management

Technical support

Operational management

Educación

University degree or higher in IT, engineering, science, or equivalent

Descripción del empleo

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 for managing dedicated end-to-end operational delivery and relationship to multiple customer locations. The Service Manager operates in a complex, highly automated, and integrated (FNAO) high-risk operational environment, where outages can significantly impact the business and Swift's reputation. The scope includes Swift infrastructure at the customer site and related problem and operational management. The goal is to reduce operational risk and increase customer resilience, ultimately leading to higher customer satisfaction. This role is part of the delivery team for customers subscribed to a Premium Plus support package.

Key Responsibilities

• Establish and maintain a long-term operational relationship with complex customers, ensuring operational excellence at all times. Ensure the proper delivery of all services defined in the Premium Plus support package, including regular customer meetings.
• Promote and propose changes in the customer environment to increase resilience by identifying needs and managing architecture/application solutions, ensuring high-quality service delivery.
• Set up, maintain, and oversee all deliverables of the dedicated customer support service, including monitoring critical systems, organizing health checks, providing recommendations, training, availability reporting, and managing escalation procedures.
• Mobilize and coordinate support analysts for complex cases requiring management attention or cross-departmental cooperation, in close collaboration with support management and engineers.
• Initiate, organize, and manage communication internally within Swift and externally with the customer, ensuring clear understanding of impacts and proper escalation, including post-incident reviews.
• Serve as the single point of contact for operational matters between the customer and Swift, coordinating actions and ensuring consistency.
• Build and maintain networks within Swift and with customer management to facilitate quick and effective issue resolution.
• Define and improve processes and tools to address operational risk and resiliency needs, enhancing delivery effectiveness.
• Contribute to the Premium Services Forum, the annual meeting with all premium support customers.

Qualifications

• University degree or higher in IT, engineering, science, or equivalent.
• At least 7 years of relevant experience in technical support and/or operations, with a minimum of 4 years experience with Swift products and services.
• At least 5 years experience in customer relationship management on a technical/operational level.

What we offer

• Control over your career development.
• A competitive compensation package.
• Support to perform at your best.
• Opportunities to make a meaningful impact.
• The freedom to be yourself
• We foster a diverse and inclusive environment where everyone’s voice counts and potential is realized.

If you require a reasonable accommodation to participate in the application or interview process, please contact us.

Don’t meet every requirement? We encourage you to apply anyway. We value diverse perspectives and ideas, and believe in building a workplace where everyone can bring their full selves.