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Business Intelligence Operations Manager

SWIFT

Brussels, Belgium

Responsibilities:

  • Ensure that all IT Service Management Processes, Operational Level Agreements and underpinning Service Descriptions are at appropriate level of maturity for the agreed service level targets;
  • Ensure that the criticality and processes are well understood and adhered to by all parties, and that agreed downtimes duration is respected and timely communicated;
  • Coordinate and monitor the onboarding and configuration change management for complex customers and/or non-standard scenarios;
  • Mobilise and coordinate Enterprise Operations, Production Operations, E2E Ordering, Support, IT & Product Management for planning and preparing maintenance patching, release deployments and when dealing with complex issues impacting service levels, where management attention is required and/or where engagement of different departments must be organised;
  • Act as a point of contact for all operational issues towards Product management, and towards Command center and senior management in case of critical issues;
  • Together with Marketing, forecast future capacity requirements based on business plans, usage trends, sizing of new services, etc.;
  • Monitor and report on capacity utilisation to the appropriate audiences, escalate to senior management when critical thresholds are exceeded;
  • Provide constant reviews and feedback on potential risks, non-compliance and threats in production environments, and take appropriate corrective measures;
  • When needed, ensure that proper User Acceptance Testing and Pilot testing is effectively happening to ensure a smooth go live transition;
  • Implement and drive continuous improvement process to improve the effectiveness and efficiency of the change management process, and the overall quality of the service.

Qualifications:

Education

  • University degree in Computer Science, Electronics, Information Systems, Business Administration or related field, or equivalent work experience.

Experience

  • 3 years of relevant experience within the area of technical support and/or operations, of which at least;
  • 2 years experience with SWIFT operations. At least 2 years experience with customer relationship;
  • Management on a technical/operational and supervisory.

Professional knowledge and Experience

  • ITIL foundation certification;
  • The Service Manager should feel comfortable in a medium to complex, high risk operational environment, where business impact caused by outages can be high;
  • He or she has the ability to manage and change customer expectations and create/commit to longer term relationships at the same time;
  • Well organised and assertive with a strong orientation towards service delivery;
  • Sound technical and troubleshooting background;
  • Capable to manage crisis situations with senior management of both SWIFT and the customer;
  • Good understanding of Data warehousing and Business Intelligence products and services;
  • Good understanding of SWIFT's product portfolio, services and customer facing processes: Business Intelligence and Compliance Analytics, SWIFTNet and FIN messaging, PKI, Standards, Interface products, Ordering and Provisioning, Customer Support;
  • Good understanding of SWIFT's medium to longer term strategy;
  • Excellent communication and planning skills;
  • Good experience in people management;
  • Customer Oriented;
  • Good negotiation skills.

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