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 Role Is Important to Us
The Service Desk Remote function is the front line of Group IT across our global organization. It directly impacts user experience, operational stability, and trust in Group IT.
As we continue to develop our IT Service capabilities, this role plays a critical part in ensuring structured performance, scalable operations, and measurable service improvements. This role has full accountability on leading a high-performing global support team, with clear accountability and continuous improvement at its core.
The role also serves as an operational stakeholder toward our ITSM platform (Jira Service Management), ensuring workflows, automation, and reporting effectively support both supporters and end users.
What You Will Be Responsible For
Operational Leadership
- Lead and manage the global Service Desk Remote team delivering 24x5 support.
- Ensure performance against OLAs, MTTR, first-level resolution, and CSAT targets.
- Ensure capacity, workload distribution, and operational risks are managed.
- Act as an escalation point for critical service issues within the Remote Service Desk domain.
Performance & Accountability
- Own service performance metrics and ensure transparency through structured reporting.
- Use data to identify inefficiencies and implement measurable operational improvements.
- Conduct 1:1s, development conversations, and performance reviews.
- Address performance gaps directly and uphold service standards consistently.
- Maintain strong ticket hygiene, queue discipline, and documentation quality.
ITSM & Workflow Ownership
- Act as the operational stakeholder toward the JSM team, identifying and prioritizing workflow enhancements, automation opportunities, and reporting improvements in the ITSD project.
- Ensure tool configurations support efficient operations and a clear user experience.
- Validate new configurations from an operational perspective before rollout.
Cross-Functional & Local Collaboration
- Partner closely with the Head of Onsite IT to ensure clear handovers, aligned priorities, and consistent service standards across the Service Desk's Remote and Onsite support.
- Align on incident ownership boundaries, escalation models, and major incident coordination.
- Contribute to joint service reviews to improve end-to-end user experience.
- Collaborate with IT Operations & Security, Enterprise Applications, and other IT domains to maintain service continuity.
Service Maturity & Governance
- Increase adherence to ITIL-based practices (Incident, Request, Change, Knowledge, Problem).
- Collaborate with Service Management to ensure alignment with defined standards and governance guardrails.
- Contribute operational insights to broader service improvement initiatives across Group IT.
What We Value
- Demonstrated leadership experience in Service Desk or IT Support operations within a complex, multi-team environment.
- Demonstrated ability to manage and improve service performance metrics (e.g., OLA/SLA, MTTR, resolution rate, user satisfaction)
- Experience managing globally distributed teams and 24x5 coverage models, with clear accountability for delivery and standards
- Clear understanding of ITIL practices and ITSM platforms (Jira Service Management preferred)
- Strong operational discipline and confidence in handling escalations and working collaboratively with peer IT managers.
- A practical, results-oriented leadership approach focused on stability, operational efficiency and measurable service improvement
- Able to work in a hybrid setup (2days/ week)
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. Simcorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.
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.
For any questions you are welcome to contact Katkat Calimag-Rupera, Senior Talent Acquisition Partner, at email [Confidential Information]. 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 in general.
SimCorp is an independent subsidiary of the Deutsche Brse 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 welcome 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.**
