SaaS Service Management Leader – Incident & Change

SimCorp India; Warszawa; Vor Ort; PLN 309.000 - 397.000; Vollzeit

Zusammenfassung

SimCorp is seeking a Senior Manager, Service Management to lead the team responsible for Major Incident, Problem and Change Management across our SaaS organization. Reporting to the Head of Platform Delivery Excellence, you will drive maturity, scalability and cross-functional readiness across product, engineering and client-facing functions.

You will partner with Global Delivery Centers in Manila, Noida, Kyiv, Warsaw and beyond to improve resilience, incident response and service quality,

Aufgaben

• 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.
• 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.
• 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.
• 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.
• 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.

Jobbeschreibung

SimCorp is seeking a Senior Manager, Service Management to lead the team responsible for Major Incident, Problem and Change Management across our SaaS organization. Reporting to the Head of Platform Delivery Excellence, you will drive maturity, scalability and cross-functional readiness across product, engineering and client-facing functions.

You will partner with Global Delivery Centers in Manila, Noida, Kyiv, Warsaw and beyond to improve resilience, incident response and service quality,