Configuration Management Process Manager

We have launched several initiatives to enhance our technology infrastructure, with the Configuration Management Database (CMDB) at the core of our digital transformation. The CMDB plays a vital role in driving operational excellence, ensuring data accuracy, and strengthening the foundation of Swift’s evolving technology ecosystem. Simultaneously, it is central to Swift's unwavering commitment to the reliability and resilience of our services.

Responsibilities

We are seeking an experienced Configuration Management Process Manager to drive our data transformation and ensure resilience in our services. You will design and implement a strong CMDB and Common Services Data Model (CSDM), ensuring adherence to policies and maintaining accurate tracking of Configuration Items (CIs) to support both customer-facing and technology-facing services. Leveraging ServiceNow, you will automate processes, streamline operations, and promote compliance to enhance efficiency.

You will oversee the CMDB across SWIFT globally, develop and maintain CMDB standards, and guide the organization in following these processes. You’ll resolve data issues, improve CI accuracy, and work closely with service owners and IT security to ensure up-to-date mappings. Auditing data integrity, proactively identifying improvements, and contributing to the CMDB strategy will also be key aspects of your role. You will provide user training, create documentation, and generate regular reports, ensuring the CMDB supports a secure and resilient technology foundation. Strong communication skills are essential to interact with internal stakeholders and align processes across various business areas.

Additionally, you will manage and lead a team of 4 direct reports, providing mentorship and leadership. This will involve setting clear goals, fostering career development, and ensuring the team operates effectively within the organization. You will be responsible for maintaining team morale and performance, managing workload distribution, and resolving any performance issues.

What Qualifications will you bring?

• Extensive CMDB Experience: 6-10 years of expertise in Configuration Management, including designing, implementing, and documenting CMDB solutions on the ServiceNow platform to support current and future business needs.
• Product Owner Experience: Proven experience as a Product Owner, managing cross-functional teams to deliver successful outcomes in Configuration Management and related processes.
• ITIL Certifications: ITIL Foundation certified, with a preference for ITIL Strategic Leader certifications, demonstrating a strong understanding of ITIL frameworks and their application in Configuration Management and service management.
• Operational Excellence and Transformation: Proven ability to drive transformation while managing ongoing operations of critical systems, ensuring stability and resilience.
• Workflow and Process Alignment: Demonstrated experience in designing and managing workflows, aligning them with evolving business processes for enhanced efficiency and scalability.
• Service Integration Expertise: Solid understanding of IT Service Management principles and tools, ensuring smooth transitions, continuous improvement, and system stability.

Other Skills you will bring?

• Strong Relationship Management in Global Settings: Exceptional stakeholder management and relationship-building skills, effectively collaborating with internal teams and external vendors in a truly international environment, serving as a firm and reliable counterpart. People management skills preferred.
• People Management: Proven ability to lead, develop, and inspire a team, ensuring that each team member reaches their full potential through coaching, feedback, and empowerment.
• Servant Leadership: A servant leadership approach that empowers and inspires teams, fostering an environment where you can challenge the status quo and get things done through exceptional interpersonal relationships and collaboration.
• Strategic and Results-Oriented Thinker: Demonstrated ability to align vision and concepts with strategic goals, leveraging persuasive communication, problem-solving skills, and accountability to drive results and continuous improvement.
• Collaborative Team Player: Detail-oriented, flexible, and committed to operational excellence, fostering teamwork by sharing solutions, proactively offering support, and maintaining clear and effective communication in English across diverse, multicultural teams.