ITSM Process Owner

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

Responsibilities

• Process Leadership : Lead the design, implementation, and end-to-end optimization of IT service management processes (with broad experience across Incident, Problem and Service Request Management), ensuring efficient planning, communication, and documentation while minimizing risk and downtime.
• Continuous Improvement & Automation : Identify and deliver process improvements, leveraging ServiceNow to increase automation, reduce manual work, and enhance service quality.
• Governance & Compliance : Ensure ITSM processes align with governance frameworks, risk management, and compliance requirements across global operations.
• Stakeholder Collaboration : Partner with business owners, IT delivery teams, and security functions to enable smooth process adoption and change implementation, balancing business needs with compliance and risk controls.
• Metrics & Reporting : Define, track, and report on KPIs and process performance, driving data-informed improvements and proactively addressing bottlenecks or risks.
• Training & Documentation : Develop clear process documentation, knowledge articles, and training to support adoption and enable teams and stakeholders to follow best practices effectively.

Qualifications

Other Skills

If you are interested in this opportunity or would like to learn more, please apply here.

What we offer

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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.

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