Head of OTC & Cloud Support

Key Responsibilities

Operational Leadership

• Lead OTC and Cloud support operations in Kuala Lumpur, ensuring delivery against KPIs and customer commitments
• Oversee core service functions including incident, change, and operational support
• Drive accountability and operational excellence across teams
• Deputy Head of Support Delivery – APAC

Service Delivery & Governance

• Establish and maintain service delivery governance frameworks aligned with global operational policies and standards
• Monitor performance, risks, and service health, providing executive-level reporting
• Lead service reviews and continuous improvement initiatives

Customer & Stakeholder Management

• Act as senior escalation point for major incidents and client issues
• Partner with account, product, and service teams to ensure consistent delivery
• Build strong stakeholder relationships across the organisation

People Leadership

• Lead and develop regional teams and managers across APAC
• Drive a high-performance, customer-focused culture
• Support workforce planning, talent development, and succession
• Process Excellence & Continuous Improvement
• Improve efficiency, scalability, and service quality through process optimisation and automation
• Leverage data and analytics to drive decision-making and performance improvements

Risk & Resilience

• Ensure compliance with regulatory, security, and internal standards
• Lead incident response, risk management, and business continuity planning

Strategy & Transformation

• Support the Head of Global Support Delivery in regional strategy execution and long-term operational planning
• Assist in aligning APAC support delivery operations with global Swift strategic priorities.

Qualification & Requirements

What we expect

• Bachelor’s degree in information technology, Computer Science, Engineering, Business Administration, or related field.
• MBA or equivalent postgraduate qualification preferred.
• 10–12+ years of experience in IT service delivery, operations management, or fintech services.
• 5–8+ years in senior leadership or management roles.
• Experience managing large regional operations or service teams.
• Proven experience working with financial institutions or mission-critical financial infrastructure.
• ITIL (v3 or v4) Certification
• PMP / Prince2 or equivalent program management certification
• Certifications in service management, operational risk, or governance frameworks
• Domains / Industry: Technical engineering / Banking operations / Customer operations / Customer Experience / Payment Operations / Cloud support

Competency Profile

• Results-driven: Accountable, decisive, and performs under pressure
• Operational excellence: Drives high standards and continuous improvement
• Commercial acumen: Understands market, customers, and business priorities
• Leadership: Builds, develops, and inspires high-performing teams
• Communication: Engages effectively across stakeholders and cultures
• Strategic mindset: Translates strategy into execution and drives transformation

Leadership Expectations

• Demonstrate accountability for the team’s service performance.
• Champion customer-centric service delivery across the organization.
• Identify growth opportunities, encourage continuous learning, and supporting career advancement for team members.
• Lead by example in promoting Swift’s ways of working, operational excellence, and continuous improvement.
• Act as a strategic operational partner to the Head of Support Delivery APAC.

Benefits

No information available.