Senior Service Management Consultant Senior Service Management Consultant …

in Hong Kong
Permanent, Full time
Be the first to apply
in Hong Kong
Permanent, Full time
Be the first to apply
Senior Service Management Consultant
About the Role
SWIFT provides a range of on-site business and technical/supporting infrastructure consultancy services across SWIFT's customer base. The senior consultant operates in a highly complex business and technical environment in a selected market supported by SWIFT. As part of a team, the senior consultant is responsible to assist in formulating key, clear and attainable recommendations to the customer. These consultancy engagements aim at helping our customers to improve their operational efficiency, reduce costs and mitigate operational risk.

What to expect:
  • Assist Service Managers to deliver Premium Plus Support service as detailed in the Advanced Support and Care Services Catalogue
  • Ensure (third line of) back-up for Service Managers
  • Assist Service Managers with customer case reviews, analyses, follow-up and escalations
  • Perform remote access testing with customers to ensure immediate customer support when required
  • Attend customer meetings along with Service Managers when required
  • Build regional APAC ownership of Health Checks, Troubleshooting Course, Reporting and Documentation in terms of maintenance and delivery to customers
  • Deliver Care services as per Advanced Support and Care Services Catalogue
  • Promote and propose change in customers' SWIFT environment for resilience and optimization of their use of products and services
  • Work on project basis to enhance Service Management tools and processes along with global teams
  • Manage Service Management process documentation and monitor process conformance
  • Work towards creating innovative ideas to enhance Service Management practice
  • Support continuous improvement on Advanced Support and Care services portfolio

What will make you successful:
  • University degree in Computer Science or IT related fields, or equivalent experience
  • Min. 10 years experience within the area of technical account management and customer success
  • Basic understanding of SWIFT business & services
  • Fluent in Cantonese, English and Mandarin
  • Excellent communication, coordination and planning skills
  • High attention to details, Strong analytical and problem solving skills
  • Willing to learn, independent and presentable
  • Technical skillsets on operating systems, servers, and networking
  • Ability to work under pressure at customer location
  • Occasional travel of short trips
  • A team player, willing to work in a multicultural environment
  • Taking responsibility for the work done

Extra assets / advantages
  • Other major APAC language
  • Good knowledge of Windows Server, AIX or Linux
  • Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Knowledge of Perl, Java, XML, Bash, JIRA is an asset
  • Knowledge of database and security technologies
  • Knowledge of Alliance interfaces
  • Certification/Knowledge such as ITIL, COBIT, TIPA, ITSM, and ISO9002

You may like to know the team better by knowing the people in the team.
Review LinkedIn profile of the people on the list below:

Mindaugas Kaziulis - Head of Customer Care, APAC
Polly Ip - Recruiter

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. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.
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