Alliance Cloud Service Manager

Job Description

Alliance Cloud Service ManagerLondonJob Description SummaryThe 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.The successful candidate will have a thorough understanding of the Alliance Cloud service we offer, including the business drivers, take accountability of target results, demonstrate operational excellence in this very important role, including working withthe Product squads to understand quality deviations and possible causes.

• Understand the customer base on Alliance Cloud
• Understand the Order-to-Activation 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.

• 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 minimal customer impact. This includes business impact analysis, coordination of post incident meetingsand follow-up on actions identified

• Ensure our customers are always informed about the operational status of the Alliance Cloud solution (e.g. inform about extended maintenance windows, be the cluster point of contact for updates to the operational page on swift.com in caseof service degradation). Coordinate with the release manager on the optimal release planning

• 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 real-time 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

EducationUniversity degree in IT/engineering/science or equivalent qualification/experienceExperience 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 cross-functional teams
• Autonomous, empowered with the ability to drive, adapt and respond to change
• Ability to work under pressure and part of a multicultural team
• Open-minded, 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)

Keyskills :
OASISkibana