Alliance Cloud Service Manager - London, United Kingdom - Swift

Swift

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Alliance Cloud Service Manager

London

Job Description Summary

The Service Manager of Alliance Cloud - a central multitenant messaging interface solution hosted and operated by Swift - is responsible to define and to safeguard the service level agreement of our Product.

This entails but is not limited to:

inform customersand stakeholders about upcoming releases, coordinate the resolution of issues impacting the live flows of our customers, monitor trends in customer support cases, feed product squads with operational and customer feedback, be involved in our resilience testing.

The goal is to offer our customers a high quality and solid operational service.
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Understand the customer base on Alliance Cloud

Understand the OrdertoActivation process and give input for continuous enhancements
Know the customer base (how many customers are provisioned, how many are active, how many exchange messages, what is the customer mix, who has automated flows integrated, what are the peak moments, etc.)
What is the trend in our customer base (# of new joiners, # of migrating customers, # of customers leaving and the reasons for leaving)
Adapting service proposals based on adequate needs.

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Maintain service quality by monitoring and controlling Test&Training and Live traffic performance of the Alliance Cloud customers and overall operational processes

In cooperation with Operations and Support teams for case escalation
Analyse the root cause for quality deviations, define an action plan Identify and document current level of compliance towards our service level agreement, as well as quality issues and ways to overcome them. Organise discussions with customers /stakeholdersin order to discuss and understand these
Contribute to the definition and continuous review of the Service Level Agreements (documented in the service description, updated/reviewed based on product evolution or new flows/customs, coordinating the answer to SLA requests in customer RFPs)
Monitor general case resolution, and the SLA for case escalations
Feed
recurrent or major issues observed by customers via Support & Oasis towards the Product Squads (e.g. trends in customer support cases)
In case of
major incident, initiate, organise and manage the communication with Operations and the Customer Support teams, ensuring mínimal customer impact. This includes business impact analysis, coordination of post incident meetingsand followup on actions identified
Clarify major Alliance Cloud updates and new
functionalities to customers via Operational newsletter, collaborate with Center of Expertise (Customer Support) to ensure there are dedicated Knowledge Base articles, and maintain the AllianceCloud MySwift page. Similarly, ensure the right information is available to customers when a major initiative is impacting the configuration or usage of the Alliance Cloud solution (e.g. impact of CBPR+ on the message flow and subsequent configuration)
Feed Alliance Cloud updates & new
functionalities towards our Customer Support teams, Professional Services and Technical Enablement team (regular synchronisation or TOI sessions)
Create visualisation and monitoring
dashboards using the Kibana (Oasis) Data indexes in order to retrieve realtime data about Alliance Cloud
Coordinate
customer adoption of mandatory technology updates (e.g. mandatory upgrade of the SWIFT Integration Layer, unsupported technology). This includes customer communication, tracking & reporting
Build and maintain a strong network with key stakeholders such as key customers, Support, Professional Services, Technical Enablers, Operations

Education
University degree in IT/engineering/science or equivalent qualification/experience

Experience
5 years of relevant experience within the area of technical support and/or operations. Swift experience is an asset.

Professional Knowledge and Skills

Excellent communication and relationship management skills, with a customer oriented and quality mindset : we continually strive to deliver true customer value and operational excellence
Ability to communicate effectively (verbal & written) with all levels throughout the organisation on technical as well as business concepts.
Fluent in English (spoken and written)
Effective stakeholder management skills to drive alignment across crossfunctional teams
Autonomous, empowered with the ability to drive, adapt and respond to change
Ability to work under pressure and part of a multicultural team
Openminded, solutions oriented, and a team player gaining energy through collaboration with others
Innovative, curious and willing to continuously update relevant technology skills
Analytical proficiency to implement a methodology measuring success KPIs
Ability to work with Elastic through Kibana (OASIS)