Lead Service Manager
WHAT MAKES US, US
Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology. If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn, and deliver results for our prestigious financial clients, say hello to SimCorp!
At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.
If you like what we’re saying, keep reading!
Why This Role Is Important to Us
As Group IT continues strengthening its IT Service operating model, we are establishing dedicated ITIL Practice Ownership across the Group IT organization.
The Service Manager is responsible for managing assigned ITIL practices (Incident, Request, Change, Problem, Knowledge, Service Level) across Group IT. This role ensures standards are clearly defined, measurable, consistently applied, and continuously improved across all IT domains.
The role focuses on process management, service performance and continual improvement, supporting the Director of IT Service in building a predictable, structured, and scalable service model across Group IT.
What You Will Be Responsible For
ITIL Practice Management
Manage and continuously improve assigned ITIL practices, which may include:
Incident Management
Request Management
Change Management
Problem Management
Knowledge Management
Service Level Management
Responsibilities will be assigned based on organizational priorities and team structure.
Process Management and Improvement
Maintain process documentation, workflows, standards, and procedures for assigned practices.
Monitor process effectiveness and identify opportunities for improvement.
Drive consistent adoption of agreed processes across Group IT.
Facilitate process reviews with stakeholders.
Support implementation of process improvements and service management initiatives.
Ensure assigned practices remain aligned with business and operational needs.
Service Performance and Reporting
Define, maintain, and report on performance metrics for assigned practices.
Analyze service performance trends and identify opportunities for improvement.
Monitor compliance with service targets and process requirements.
Provide recommendations based on data and operational insights.
Stakeholder Engagement
Build effective working relationships across Group IT.
Collaborate with technical teams, service owners, managers, and other stakeholders.
Facilitate discussions to resolve process challenges and improve service delivery.
Support communication and adoption of process changes.
Act as a point of contact for assigned ITIL practices.
ITSM Tooling
Work closely with Jira Service Management administrators and technical teams to support process implementation.
Ensure assigned practices are effectively supported by available ITSM tools.
What We Value
Experience implementing or working within ITIL practices (Incident, Request, Change, Problem, Knowledge) in multi-team environments, and readiness to own and govern them.
Demonstrated ability to define standards, frameworks, and role accountabilities, and drive consistent adoption across teams.
Strong analytical capability and experience working with service data to define, validate, and improve reporting integrity.
Experience working directly with IT domain leads to align on standards and hold teams accountable.
Experience with ITSM platforms such as ServiceNow and/or Jira Service Management (preferred), including workflow alignment and reporting.
A structured, results-focused mindset: you see a gap, you define the fix, you drive it to completion.
Amenable to work in a hybrid setup (2 days/week) covering APAC and EMEA timezones.
BENEFITS:
An attractive salary, bonus scheme, and a pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work-life balance: flexible working hours and a hybrid workplace model. Simcorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.
NEXT STEP:
Please send us your application in English via our career site as soon as possible. We process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.
For any questions, you are welcome to contact Katkat Calimag-Rupera, Senior Talent Acquisition Partner, at email katkat.rupera@simcorp.com. If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you in discovering the right role for you. The approximate time to consider your CV is three weeks.
We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process, we will ask you to provide your feedback, which is highly appreciated.
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 in general.
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 and welcomes applicants from all backgrounds, without regard to race, gender, age, disability, or any other protected status under applicable law. 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.
**SimCorp Manila proudly announces that its Manila Delivery Center has been officially certified as a Great Place To Work for the second consecutive year – Apr25-Apr26 This certification underscores SimCorp's effort to cultivating a workplace that is not only inclusive and collaborative but also committed to the personal and professional growth of its employees
**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**
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