Principal Service Delivery Manager

Sim; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Sim is seeking a Lead Service Delivery Manager to ensure high-quality service delivery to clients. The ideal candidate will have over 5 years of relevant experience, excellent communication skills, and the ability to manage multiple priorities. This role involves strategic oversight, performance monitoring, and team collaboration, supporting Sim's commitment to fostering a people-centered workplace.

Benefits

Flexible working hours

Hybrid workplace model

Personalized professional development

IP sprints for skill development

Qualifications

• Over 5 years of experience in service delivery or related field.
• Proven ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage end-to-end service delivery for multiple clients or projects.
• Drive continuous improvement initiatives by identifying opportunities.
• Mentor junior service delivery staff.

Skills

Excellent communication

Leadership

Stakeholder management

Organizational skills

Education

Bachelor’s degree in Business, IT, or related field

Master’s preferred

Job description

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 pursue outcomes with 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

The Lead Service Delivery Manager at SimCorp is responsible for ensuring the successful delivery of high-quality services to our clients. With over 5 years of experience in service delivery or a related field, this role plays a critical part in managing day-to-day operations, resolving service-related issues, and driving continuous improvement. The ideal candidate will be a strategic thinker and strong communicator who can collaborate across teams and maintain high levels of client satisfaction.

WHAT YOU WILL BE RESPONSIBLE FOR

• Manage end-to-end service delivery for multiple clients or projects, ensuring timely, high-quality execution within agreed scope and standards; act as the primary client contact, resolving service-related issues, coordinating internal resources, and ensuring optimal allocation to meet delivery goals.
• Monitor and report on service performance using KPIs, SLAs, and client feedback; provide regular updates to senior leadership and clients, identifying trends, areas for improvement, and ensuring compliance with internal policies, procedures, and service standards.
• Collaborate across cross-functional teams to align service delivery with client expectations and business objectives; oversee execution of services, manage internal coordination, and resolve delivery challenges to ensure consistent performance.
• Drive continuous improvement initiatives by identifying opportunities to optimize service delivery processes, reduce costs, implement best practices, and enhance client satisfaction through proactive communication and issue resolution.
• Identify and mitigate service delivery risks, developing strategies to prevent disruptions and ensure uninterrupted, high-quality service; manage client escalations and emergencies with urgency and professionalism.
• Mentor junior service delivery staff, fostering a culture of excellence, collaboration, and continuous development; track and manage multiple deliverables, leveraging organizational skills and a customer-centric mindset to navigate a fast-paced, dynamic environment.

WHAT WE VALUE

• Bachelor’s degree in Business, IT, or a related field (Master’s preferred).
• Experience in service delivery, project management, or client-facing roles.
• Excellent communication, leadership, and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and ability to track multiple deliverables.

BENEFITS

Attractive salary, bonus scheme, and 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 and life balance : flexible working hours and a hybrid workplace model. On top of that, we have IP sprints where you have 3 weeks per quarter you can spend on developing your skills as well as contributing to the company development. There is never just only one route - we practice a personalized approach to professional development to support the direction you want to take.

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.

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 discover 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.

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.

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