Senior Manager, Service Management

SimCorp India; Warszawa; On-site; PLN 309,000 - 397,000; Full time

Job summary

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,

Responsibilities

• 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.

Job description

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.

WHY THIS ROLE IS IMPORTANT TO US

Reliable SaaS operations are central to the quality of service we deliver to clients, from central banks to asset managers. As Senior Manager, Service Management, you will lead the team responsible for Major Incident, Problem and Change Management across our SaaS organization, reporting to the Head of Platform Delivery Excellence.

A key priority of the role is to mature and scale Service Management across the company: establishing common frameworks, clarifying roles and decision rights, strengthening cross-functional readiness, and enabling consistent execution across products, platforms, teams and locations. The position combines people leadership, company-wide transformation and operational oversight. You will work closely with Platform Engineering, Product, client-facing functions, our Global Delivery Centers (Manila, Noida, Kyiv, Warsaw and Mexico City), and external vendors and hosting partners to strengthen SaaS resilience and improve the predictability and quality of service delivery.

WHAT YOU WILL BE RESPONSIBLE FOR

Service Management team leadership

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.

Scaling Major Incident Management

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.

Operational leadership and major incident oversight

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.

Problem Management and reliability improvement

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.

Change Management

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.

Balance delivery pace and operational risk through clear standards, deci