Service Delivery Consultant

SimCorp; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Great Place To Work

WealthTech100

Job summary

SimCorp Manila is seeking a proactive Global First Line Support specialist to deliver high-quality client support for the SimCorp Dimension platform. You will be the primary contact for client requests, remotely connecting to troubleshoot and guide users through standard functionality.

Join a team that values collaboration and customer success, with hybrid work arrangements (2 days in-office) and shifts spanning APAC, EMEA, and NA time zones.

Qualifications

• Degree in IT/Computer Science or IT-related field.
• 2+ years in a client-facing IT/support role is required.
• Experience with ITSM tools (ServiceNow/Jira) and applications like Citrix, Azure, and Oracle databases; Windows admin skills are a plus.

Responsibilities

• Be the first point of contact for clients seeking support in daily operations.
• Serve as the face of SimCorp Support for clients.
• Set up remote connections to clients for troubleshooting.
• Apply existing solutions to client requests when possible for less complex inquiries.
• Communicate replies and resolutions professionally to clients.
• Escalate to consultants and developers as needed for analysis and delivery.
• Collaborate with Service Delivery Associates to ensure smooth processes.

Skills

Excellent English communication

Teamwork

Time management

Problem solving

Education

IT/CS degree or IT-related field

Tools

ServiceNow

Jira

Citrix

Azure

Oracle databases

MS Windows administration

Job description

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 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 IS IMPORTANT TO US

You will be part of our highly effective Global First Line Support team for SimCorp's Unified Servicedesk. You will work with colleagues of the team and with Global Support and Service Delivery Consultants as well as Developers from other departments who participate in the daily responsibilities supporting our clients. Our role is to deliver high‑quality support and services to over 200 SimCorp clients worldwide for their SimCorp Dimension® platform and to provide Operational Services for SimCorp clients with hosted solutions. The team is accountable for required service levels for customer issues, delivery times, and customer satisfaction.

What you will be responsible for:

• You will be the first point of contact for our clients seeking support in their daily operations and you will be part of delivering high‑standard support to them.
• Be the “face of SimCorp Support” for our clients.
• Contact is mainly made via our support emails and portal.
• Set up remote connections to clients thereby enabling consultants and developers to troubleshoot enquiries regarding the standard functionality of SimCorp Dimension®.
• Apply existing solutions to client requests when possible (on less complex enquiries).
• Communicate and articulate replies and resolutions to clients in a professional manner.
• Hand over enquiries to consultants and developers in the next level support for analysis and delivery of a solution.
• Work closely with other Service Delivery Associates to ensure seamless processes and assistance.
• Operational support for running SimCorp Dimension® (technical support).

What we Value:

• Degree in IT/Computer Science/ or any IT Related Course.
• Prior experience in the field of IT, Services or Banking is beneficial.
• 2+ years’ experience in a client‑facing role from customer/technical/application support but servicing clients instead of internal users.
• Experience in salesforce ticketing system (ServiceNow, Jira, or any ITSM tool) and applications like Citrix, Azure, Databases (Oracle) and basic MS Windows admin.
• Skilled in IT and able to evaluate, prioritize and solve problems in a service driven organization.
• Well organized, methodical, and used to a dynamic workflow at the workplace.
• Effective time management skills with the ability to work with varied priorities.
• Very good written and verbal communication skills in English (phone and face‑to‑face).
• An effective teamwork attitude with the ability to take charge and motivational skills accompanied by prior experience in client support service role is beneficial.
• Familiarity with MS Office tools, e.g., Word, Excel, PowerPoint.
• Flexibility to work on duty on weekends or public holidays.
• Other requirements: APAC EMEA, NA shift hours.
• Candidates will be assigned according to their preference (May change depending on business needs).
• Hybrid working arrangement (2x a week in office).

Benefits:

SimCorp offers several benefits that might play a significant factor in considering whether to accept a job offer. Since we operate in 30+ offices worldwide, the benefits package may vary from country to country. Take advantage of this section and indicate the most‑valued benefits for candidates, considering training and certification, as well as benefits that can improve a candidate's work‑life balance, such as flexible hours, vacation time, work‑from‑home options, etc. Please note that this may not be possible for multiple location postings due to the difference in benefits.

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

We are also honored to have been voted as a WealthTech100 company for three consecutive years.

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.

The approximate time to consider your CV is three weeks.

SimCorp is a provider of industry‑leading integrated investment management solutions for the global buy side. Founded in 1971, with more than 3,000 employees across five continents, SimCorp is a truly global technology leader that empowers more than half of the world’s top 100 financial companies through its integrated platform, services, and partner ecosystem. SimCorp is a subsidiary of Deutsche Börse Group. As of 2024, SimCorp includes Axioma, the leading provider of risk and management and portfolio optimization solutions for the global buy side.