• Services Partner Manager

    Job Locations NL-Leiden area | BE-Brussels area
    Job ID
    2019-6179
    Category
    Customer Operations
  • Company & department description

    SWIFT is a member-owned cooperative through which the financial world conducts its business operations with speed, certainty and confidence. More than 11,000 financial institutions and corporations in over 200 countries trust us every day to exchange millions of standardized financial messages.

    SWIFT, headquartered in Belgium with around 35 offices worldwide, has a unique corporate mind-set, where diversity, personal development and networking are actively encouraged. Our employees are the foundation of this success. If you want to be part of our dynamic, multi-cultural institution with over 2400 employees of 75 nationalities, then explore the vast opportunities and rewards that are waiting for you here at SWIFT.

    We are looking for a passionate and committed individual with good communication skills, who has a desire to learn about our business and enjoy working with customers and are prepared to give the extra effort required to deliver a world-class service customers.

     

    Responsibilities

    Department and team description:

    This position is open within the Services Enablement & Customer Services Operations - Readiness and Testing team. You will independently own and drive the Services Partner Management stream and interact with the SWIFT organization. Within Readiness and testing you will be part of a dynamic team that has a bigger focus on our external vendor and partner eco-system

     

    Responsibilities

    Own and drive the Services Partner Management (SPM) methodology (

    • Complete and keep the SPM methodology up to date and relevant

     

    • Optimize the back office processes where they link with the SPM programme

     

    • Be the point of contact for IT for tools and process enhancements linked to the SPM programme

     

    • Be the point of contact for the organization for onboarding of new Services Partners

     

    • Periodically align with the Regions on the SPM programme

     

    • Provide in periodic dashboards and reporting to different stakeholders (Partner Mgt, Global Services Steerco, Regions)

     

    • Understand the mid and long term activities in the SWIFT Services roadmap and review how Services Partners can play a role (alongside the Regions)

     

    • Make analysis over past periods and propose enhancements to the programme

     

    • Organize (web) meetings and participate to events to communicate to the Services Partners community

     

    • Analyse longer term resourcing requirements and map them to services partner management capacity and skills

     

    • Follow-up on internal and external certification requirements and drive changes to the certification programme in line with evolving business requirements In close collaboration with Vendor Management.

     

    Manage the relation with the Strategic (global) Services Partners

     

     

    • Review the engagements to the Services Partners for the upcoming period

     

    • Review the capacity of the Services Partners and their readiness to deliver (onboarding, vetting, training, certifications … )

     

    • Have service review meetings with the strategic Services Partners

     

    • Be the point of contact for the organization when new services from Services Partners are to be contracted

     

    • Prepare the Statement of Work (SOW)

     

    • Follow-up on the SOW consumptions

     

     

     

    Qualifications

    • Experience in account relationship management. Experience in managing third party vendors (Partners) is a plus

     

    • Strong communication skills

     

    • Willingness to do moderate amount of travel (up to 20%)

     

    • Self-motivated and must take ownership of issues

     

    • Analytical and strong reporting skills

     

    • Proactive and having a keen interest for continuous improvement

     

    • Fluent English, both written and spoken. Any other major language is an asset

     

     

     

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