Senior Manager, Service Management
Simcorp · Warsaw, Poland · hybrid
WHO WE ARE
For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds. SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients.
SimCorp is an equal-opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.
WHY THIS ROLE IS IMPORTANT TO US
Reliable SaaS operations are central to the quality of service we deliver to clients, from central banks to asset managers. As Senior Manager, Service Management, you will lead the team responsible for Major Incident, Problem and Change Management across our SaaS organization, reporting to the Head of Platform Delivery Excellence.
A key priority of the role is to mature and scale Service Management across the company: establishing common frameworks, clarifying roles and decision rights, strengthening cross-functional readiness, and enabling consistent execution across products, platforms, teams and locations. The position combines people leadership, company-wide transformation and operational oversight. You will work closely with Platform Engineering, Product, client-facing functions, our Global Delivery Centers (Manila, Noida, Kyiv, Warsaw and Mexico City), and external vendors and hosting partners to strengthen SaaS resilience and improve the predictability and quality of service delivery.
WHAT YOU WILL BE RESPONSIBLE FOR
Service Management team leadership
- Lead, coach and develop the Service Management team responsible for Major Incident, Problem and Change Management.
- Set clear objectives, accountabilities, service expectations and priorities aligned with the Platform Delivery Excellence strategy.
- Build a high-performing, globally collaborative team with the capability and coverage required to support business-critical SaaS operations.
- Own workforce, capability and succession planning, including readiness for critical operational events.
Scaling Major Incident Management
- Define and lead the company-wide scaling of Major Incident Management together with the Head of Platform Delivery Excellence and key stakeholders.
- Establish a common framework, including severity criteria, roles, decision rights, escalation paths, communications and governance expectations.
- Drive adoption of consistent ways of working across Platform Engineering, Product, Service Management, client-facing teams, Global Delivery Centers and partners.
- Ensure teams are prepared through training, simulations, playbooks, exercises and continuous improvement based on incident learning.
- Develop the roadmap for evolving Major Incident Management capabilities, coverage, tooling, automation and management reporting as the SaaS organization scales.
Operational leadership and major incident oversight
- Provide senior leadership oversight during critical and high-impact incidents, ensuring rapid mobilization, effective coordination and timely stakeholder communication.
- Act as a senior escalation point for complex incidents and remove organizational barriers that impede restoration, client communication or decision-making.
- Ensure incident command, stakeholder engagement and executive communication are clear, disciplined and proportionate to business and client impact.
- Monitor the effectiveness of Major Incident Management and use operational insights to improve readiness, response quality and restoration outcomes.
Problem Management and reliability improvement
- Own the Problem Management operating model and ensure effective Post-Incident Reviews and Root Cause Analyses with clear fact validation, conclusions and learning outcomes.
- Oversee the governance and tracking of corrective and preventative actions that reduce recurrence and strengthen SaaS resilience.
- Use incident, problem and service data to identify systemic themes and influence engineering and operational improvement backlogs.
- Promote knowledge creation and reuse so that operational learning is embedded into teams, processes, tooling and support practices.
Change Management
- Own the Change Management operating model and governance for planned and reactive changes across SaaS and hosted environments.
- Ensure change controls, risk assessment, approvals and readiness expectations are proportionate, consistently applied and focused on client and service outcomes.
- Drive learning from unsuccessful or high-risk changes and ensure improvement actions are incorporated into delivery practices.
- Balance delivery pace and operational risk through clear standards, decision rights and transparent management information.
Governance, performance and continuous improvement
- Own the governance framework and management system for Major Incident, Problem and Change Management.
- Define service-management standards, controls, performance expectations and measures that enable consistent global execution.
- Establish decision-oriented reporting and use trends, risks and insights to guide priorities, investment and improvement roadmaps.
- Chair or sponsor relevant governance forums and ensure decisions, risks, dependencies and actions are documented and followed through.
Stakeholder, vendor and partner leadership
- Build trusted relationships with senior stakeholders across Platform Engineering, Product, client-facing functions and global operations.
- Create alignment and accountability across teams that contribute to incident response, problem resolution and change delivery.
- Provide concise, transparent and decision-oriented communication to senior management during critical events and operational reviews.
- Hold vendors, hosting partners and strategic service providers accountable for agreed performance, improvement commitments and escalation support.
WHAT WE VALUE
- Substantial experience leading Service Management, operational excellence or production operations in a mission-critical SaaS, PaaS, technology or financial-services environment.
- Demonstrated people leadership experience, including building and developing teams, setting direction, managing priorities and leading through high-pressure situations.
- Strong practical expertise in Major Incident, Problem and Change Management; ITIL certification or equivalent experience is preferred.
- Experience designing, standardizing or scaling Major Incident Management across multiple products, platforms, teams or locations.
- Experience establishing governance, operating models, management reporting and continuous-improvement roadmaps across global or distributed organizations.
- Proven ability to lead cross-functional transformation and influence senior stakeholders without relying solely on formal authority.
- Experience managing vendors, hosting partners or strategic service providers against operational commitments.
- Excellent written and verbal communication, with the ability to simplify complex operational issues for senior, technical and client-facing audiences.
- Familiarity with agile delivery methods, modern cloud operations and SaaS service-delivery models.
- A leadership style that is strategic and outcome-oriented, decisive and calm under pressure, analytical and evidence-led, and influential and collaborative across organizational boundaries, cultures and disciplines.
- A commitment to standardization, adoption and sustainable operational maturity rather than process design alone.
BENEFITS
- Flexible working hours and hybrid model - 2 days in the office, 3 days remote
- Modern office (next to