SimCorp

Senior Manager, Service Management

Brak informacji o wynagrodzeniu

SeniorHybryda·WarszawaFull-time

#469743·Dodano 7 dni temu·1

Źródło: SimCorp

Aplikuj teraz

Tech Stack / Keywords

SaaSPaaSITILcloud operationsAgile

Podsumowanie oferty

Lead the team responsible for Major Incident, Problem and Change Management across the company’s SaaS organization. Scale service management frameworks and oversee operational response to strengthen service delivery and resilience for investment-management clients.

Wymagania

Substantial experience leading Service Management, operational excellence or production operations in a mission-critical SaaS, PaaS, technology or financial-services environment.
People leadership experience, including building and developing teams, setting direction, managing priorities and leading under pressure.
Practical expertise in Major Incident, Problem and Change Management.
Experience designing, standardizing or scaling Major Incident Management across multiple products, platforms, teams or locations.
Experience establishing governance, operating models, management reporting and continuous-improvement roadmaps across global or distributed organizations.
Ability to lead cross-functional transformation and influence senior stakeholders.
Experience managing vendors, hosting partners or strategic service providers against operational commitments.
Excellent written and verbal communication skills, including the ability to explain complex operational issues to senior, technical and client-facing audiences.
Familiarity with agile delivery methods, modern cloud operations and SaaS service-delivery models.
Strategic, outcome-oriented, decisive, calm under pressure, analytical, evidence-led, influential and collaborative leadership style.
Commitment to standardization, adoption and sustainable operational maturity.

Preferred:

ITIL certification or equivalent experience.

Obowiązki

Service Management team leadership:

Lead, coach and develop the team responsible for Major Incident, Problem and Change Management.
Set objectives, accountabilities, service expectations and priorities; oversee workforce, capability and succession planning.
Build a globally collaborative team with the coverage needed for business-critical SaaS operations.

Scaling Major Incident Management:

Lead the company-wide scaling of Major Incident Management and establish common frameworks, roles, decision rights, escalation paths, communications and governance.
Drive consistent practices across engineering, product, client-facing teams, global delivery centers and partners.
Prepare teams through training, simulations, playbooks and exercises, and use incident learning for continuous improvement.
Develop the roadmap for Major Incident Management capabilities, coverage, tooling, automation and reporting.

Operational leadership and major incident oversight:

Provide senior oversight during critical incidents, ensuring rapid mobilization, coordination and stakeholder communication.
Act as a senior escalation point and remove barriers to service restoration, client communication and decision-making.
Ensure incident command and executive communication are clear and proportionate to business and client impact.
Monitor Major Incident Management effectiveness and use operational insights to improve readiness and response outcomes.

Problem Management and reliability improvement:

Own the Problem Management operating model and ensure effective Post-Incident Reviews and Root Cause Analyses.
Oversee corrective and preventative actions to reduce recurrence and strengthen SaaS resilience.
Use incident, problem and service data to identify systemic themes and influence engineering and operational improvement backlogs.
Promote the creation and reuse of operational knowledge.

Change Management:

Own the Change Management operating model and governance for planned and reactive changes across SaaS and hosted environments.
Ensure change controls, risk assessments, approvals and readiness expectations are proportionate and consistently applied.
Apply learning from unsuccessful or high-risk changes to delivery practices.
Balance delivery pace and operational risk through clear standards, decision rights and management information.

Governance, performance and continuous improvement:

Own the governance framework and management system for Major Incident, Problem and Change Management.
Define service-management standards, controls, performance expectations and measures for consistent global execution.
Establish decision-oriented reporting and use trends, risks and insights to guide priorities and improvement roadmaps.
Chair or sponsor governance forums and follow through on decisions, risks, dependencies and actions.

Stakeholder, vendor and partner leadership:

Build relationships with senior stakeholders across engineering, product, client-facing functions and global operations.
Create alignment and accountability across teams contributing to incident response, problem resolution and change delivery.
Communicate concisely and transparently with senior management during critical events and operational reviews.
Hold vendors, hosting partners and strategic service providers accountable for performance, improvement commitments and escalation support.

Benefity

Flexible working hours.
Annual bonus structure.
Employer-paid Medicover Platinum healthcare package; family upgrade available at the employee’s expense.
MyBenefit Cafeteria monthly budget, which can be used to finance a Multisport card with a 25% employee contribution or other lifestyle options.
Unum group life insurance; upgrade available at the employee’s expense.
Medicover travel insurance for private trips and global business travel insurance.
Possibility to join the Deutsche Börse Group Share Plan after one year, subject to eligibility.
Professional training and courses provided by SimCorp.
Polish language classes for foreign employees; German and English classes based on business needs.

Elastyczne godziny

Premie

Opieka zdrowotna

Karta sportowa

Ubezpieczenie

Udziały pracownicze

Szkolenia wewnętrzne

Kursy językowe

Inne informacje

Submit the application in English through the company career site; applications are processed continually.
Occasional remote work is available within Poland (up to 24 days per year) and internationally (up to 20 days per year), subject to internal policy.
The company states that the approximate time to consider a CV is three weeks.

SimCorp

43 aktywne oferty

Zobacz wszystkie oferty

Aplikuj teraz