Lead Incident & Problem Process Manager

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.   

For nearly five decades, we’ve been a trusted partner to the global financial ecosystem, constantly evolving to meet new challenges. We innovate with purpose, test to perfection, and implement with speed, ensuring we remain ahead in an ever-changing landscape. As the world becomes more connected, our mission to enable secure and seamless financial flows has never been more exciting—or more vital. 

Now, Swift’s Command Centre is seeking a passionate and forward‑thinking Lead Incident & Problem Process Manager to help shape the future of how we operate. This is more than a role—it is a chance to redefine how Swift learns, adapts, and continuously strengthens the services that support the world’s financial heartbeat. 

You will join a team dedicated to transforming insights into action, using data, trends, and deep analysis to elevate resilience across our global ecosystem. Every improvement you drive, every process you optimise, and every pattern you uncover contributes directly to safeguarding the flow of value across the world. 

If you are energised by the idea of turning complexity into clarity, guiding meaningful change, and leaving a lasting mark on how a global organisation delivers excellence, this role is your opportunity to lead from the front. Join us, and help shape a future where smarter processes, stronger insights, and continuous learning drive the resilience the world depends on. 

Role Overview 

Effective resilience is fundamental to safeguarding global financial stability. As a Lead Incident & Problem Management Process Manager, you will help define how Swift anticipates, analyses, and learns from operational disruptions. Your mission is to transform data, trends, and root‑cause insights into high‑impact improvements that strengthen our ability to keep the world’s value moving—reliably, securely, and without interruption. 

As a senior advisor and thought leader, you will elevate Swift’s resiliency by fostering a culture of measurement, learning, and accountability. You will harness analytics, quality indicators, and performance insights to uncover optimisation opportunities, reduce operational risk, and drive meaningful change. You will also distil complex findings into clear, influential narratives for senior leadership, shaping informed, data‑driven decision making across the organisation. 

This role is designed for someone who thrives in complexity, embraces ownership, and is energised by shaping enterprise‑wide processes, standards, and behaviours. 

If you are passionate about resiliency, continuous improvement, problem solving, and contributing to the stability of global financial flows, we would be delighted to hear from you. 

What to Expect 

Incident & Root Cause Analytics 

• Own incident and root‑cause analytics, ensuring accurate, high‑quality reporting. 

• Deliver insight‑driven trend analysis to senior management, including transversal learnings and board‑level narratives. 

• Use data and patterns to shape preventive actions and strengthen operational resilience. 

Periodic Process Review & Continuous Improvement 

• Lead periodic end‑to‑end assessments of the Post Incident Review (PIR) and Incident Management processes. 

• Conduct targeted deep-dives on incidents to identify structural improvement opportunities. 

• Drive improvement initiatives, ensuring that changes are adopted and consistently executed across teams. 

• Strengthen the Incident Management lifecycle and reduce recurrence of issues. 

Problem Management – Core Responsibilities 

• Own and govern the Post Incident Review (PIR) process, ensuring alignment with ITIL and regulatory expectations. 

• Lead Post Incident Review meetings, coordinating with Incident Managers and Area Owners to drive permanent fixes and risk reduction. 

• Maintain documentation, controls, and audit‑ready evidence. 

• Collaborate with Incident Management, Change, Engineering, Technology, and Risk & Compliance to ensure a cohesive ITSM ecosystem. 

• Monitor, analyse, and report problem trends to senior leadership and external stakeholders. 

• Use automation, analytics, and standardisation to enhance efficiency, repeatability, and compliance. 

• Ensure adherence to regulatory frameworks, including data integrity, audit traceability, and risk mitigation standards. 

What Will Make You Successful 

Required 

• Proven experience in Problem Management and Root Cause Analysis within a regulated financial environment. 

• Strong understanding of ITIL and modern service management practices. 

• Familiarity with regulatory standards such as DORA, NIS2, or similar frameworks. 

• Excellent analytical and problem‑solving capabilities, comfortable operating in complex technical landscapes. 

• Strong communication skills, including experience presenting to senior leadership, auditors, and regulators. 

• Proficiency with ServiceNow ITSM and reporting tools. 

Preferred 

• Proven experience in Incident and Problem Management within a regulated financial environment. 

• ITIL Expert or ITIL Practitioner certification. 

• Experience in risk management, audit preparation, or operational assurance in financial services. 

• Skills in automation, dashboarding, or advanced analytics. 

• 10+ years of relevant experience. 

What We Offer 

• Your career, your way – continuous learning, growth, and mobility opportunities. 

• A competitive compensation package aligned with your expertise. 

• Support to perform at your best through coaching, tools, and a culture of excellence. 

• A chance to make a meaningful impact on global financial stability and resilience. 

• Freedom to be yourself in an inclusive environment where every voice counts. 

We are building a workplace where diverse perspectives drive innovation and where you can reach your full potential. 

Not sure you meet every requirement? 

At Swift, potential matters. If you’re motivated, passionate, and eager to grow—even if you don’t check every box—we encourage you to apply.