Lead Service Manager

SimCorp; Manila; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid workplace model

Attractive salary and bonus scheme

Job summary

A global provider of financial technology solutions is seeking a Service Manager to lead ITIL practice governance across Group IT. This role is crucial for ensuring consistent application and continuous improvement of ITIL standards, enhancing service delivery across various domains. Candidates should have experience with ITIL practices and ITSM platforms like ServiceNow. The position supports a hybrid work model, allowing flexibility for work-life balance.

Qualifications

• Demonstrated experience implementing or governing ITIL practices.
• Ability to establish standards and governance models.
• High level of analytical proficiency with service data.

Responsibilities

• Govern and mature assigned ITIL practices across Group IT.
• Ensure consistent adoption of practices across IT domains.
• Define and drive implementation of Change Management framework.
• Ensure adoption across Service Desk, IT Operations, Enterprise Applications, Security, Data & Project delivery.
• Maintain classification, prioritization, and escalation for incident & request governance.
• Define and drive unified Change Management framework across Group IT.
• Strengthen change risk assessment, approvals, and review practices.
• Establish structured Problem Management to reduce recurring incidents.
• Define quality and lifecycle standards for knowledge assets.
• Define KPI measurement logic and governance standards for assigned practices.
• Lead governance reviews with domain leaders and highlight risks and compliance gaps.
• Translate governance requirements into ITSM configuration standards.
• Collaborate with operational managers to align workflows with guardrails.

Skills

ITIL practices

Analytical proficiency

Stakeholder persuasion

Experience with ITSM platforms

IT service management

ITSM tools (ServiceNow/Jira)

Tools

ServiceNow

Jira Service Management

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 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 governing and maturing assigned ITIL practices (Incident, Request, Change, Problem, Knowledge) across Group IT. This role ensures standards are clearly defined, measurable, consistently applied, and continuously improved across all IT domains. This is a governance and capability role with enterprise scope, supporting the Director of IT Service in building a predictable, structured, and scalable service model across Group IT.

What You Will Be Responsible For

Enterprise ITIL Practice Ownership

• Govern and mature assigned ITIL practices across Group IT.


• Define process standards, decision frameworks, and role accountabilities (RACI).


• Establish clear prioritization, escalation, and governance models.


• Ensure consistent adoption of practices across Service Desk, IT Operations, Enterprise Applications, Security, Data & Project delivery, and other IT domains.

Incident & Request Governance

• Maintain classification, prioritization, and escalation frameworks across domains.


• Ensure alignment between SLA/OLA models and operational execution.


• Reduce ambiguity in cross-domain ticket ownership and routing.

Change & Problem Governance

• Define and drive the implementation and continuous improvement of a unified Change Management framework across Group IT.


• Strengthen change risk assessment, approval discipline, and review practices.


• Establish and develop a structured Problem Management to reduce recurring incidents and systemic risks

Knowledge Management Standards

• Define quality and lifecycle standards for knowledge assets.


• Ensure linkage between incidents, problems, and knowledge creation.


• Improve measurable knowledge adoption and self-service effectiveness.

Service Performance & Compliance

• Define KPI measurement logic and governance standards for assigned practices.


• Validate reporting consistency and accuracy across domains.


• Lead structured service governance reviews with domain leaders.


• Highlight systemic risks, process breakdowns, and compliance gaps.

ITSM Platform Alignment

• Translate governance requirements into structured ITSM configuration standards.


• Partner with operational managers (SD Remote, Local IT Manager, and other domain managers) to ensure workflows align with defined guardrails.


• Validate that tool configurations reflect governance intent.

What We Value

• Demonstrated experience implementing or governing ITIL practices (Incident, Request, Change, Problem, Knowledge) in complex, multi-team environments.


• Demonstrated ability to establish standards, decision frameworks, and governance models and drive consistent adoption across domains.


• High level of analytical proficiency and confidence in handling enterprise service data to define and verify report integrity.


• Experience persuading senior stakeholders and constructively challenging inconsistencies, without direct authority.


• Experience with ITSM platforms such as ServiceNow and Jira Service Management (advantage), including workflow alignment and reporting validation.


• A structured, impact-focused mindset centered on measurable service improvement and operational maturity.


• Able to work in a hybrid setup (2days/ 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 [e-mail]. 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.