Lead Service Delivery Manager

2 weeks ago

الرياض, Saudi Arabia SimCorp AS Full time

Lead Service Delivery Manager - SaaS in Financial Services

**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, and front-to-back offering to 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 for our clients.

**WHY THIS ROLE IS IMPORANT TO US**

The Lead Service Delivery Manager position is based in our **EMEA Professional Services** unit. The team includes international specialists who orchestrate large service engagements and act as the primary operational coordination point for our clients. Together with Customer Success Management (CSM), our multi-functional teams ensure that our clients realize the maximum value from SimCorp's services.

**Role purpose**: Service Delivery Managers create long-term value for their clients and strengthen loyalty towards SimCorp through orchestrating repeatable delivery excellence across our suite of services and effective stakeholder management. As trusted advisors, Service Delivery Managers are responsible for managing commercial Service Level Agreements (SLAs), actively responding to client operational needs, and contributing to sustainable services growth.

**WHAT YOU WILL BE RESPONSIBLE FOR**

Service Stewardship
- **Governance and Escalation Management** - act as the primary coordination point in daily operations across SimCorp's service suite, supervise an effective internal and external governance scheme (including facilitating clear and timely response to escalations and change management).
- **Communications and Reporting** - regularly review and own reporting on SLAs and Key Performance Indicators (KPIs) and orchestrate a timely response by SimCorp's delivery organization to achieve optimal service delivery.
- **Commercials**:

- monitor, report and control the financial forecast of the service engagements, in line with contractual obligations and SLAs.

Client Relations
- **Accessible and Reliable** - acting as the client's primary coordination point to address service delivery priorities, manage expectations and liaise with multiple specialists and cross-functional operations teams to support timely resolution, service continuity and quality.
- **Trust** - build and maintain a long-term trusted advisor relationship, with profound knowledge of both the client business and SimCorp portfolio capabilities.
- **Grow**:

- contribute to lead generation and support adoption initiatives, led by CSM function in collaboration with other teams.

Delivery Management
- **Seamless**:

- ensure smooth delivery operations for our clients, proactively engaging with multi-functional SimCorp teams and with project managers and onboarding teams for continuous service improvements as they are initiated and ultimately transition into operations.
- **Organized** - coordinate tasks and activities with key internal and external stakeholders, orchestrate the client engagements effectively through regular meetings and reporting ensuring deadlines, goals and budgets are met.
- **Robust** - participate in key operational and business planning forums providing service delivery management expertise and insights to ensure the SimCorp service delivery management capability is fit-for-purpose in both current and future horizons.

**WHAT SKILLS AND CAPABILITIES WE VALUE**

Most important is that you can see yourself contributing and thriving in the position described above. We would expect you to be proficient in several of the following and be able to upskill to a high standard for the remainder.

Professional proficiency in Arabic and English.

Experience as a Service Delivery Manager or Service Delivery Consultant in the software, financial and/or services industry, with proven client-facing responsibility and managed services expertise.

Ability to engage, influence and collaborate with business, technical and operational teams/domains, up to C-level executives, to achieve optimal service delivery outcomes.

Understanding of commercial contracts including SLAs and service performance reviews and reporting.

Dynamic planning, prioritization and risk management skills, underpinned by project management capability.

Analytical, process / workflow and problem-solving skills in a high-energy environment.

Budget and financial management for large-scale service engagements.

Effective communication and interpersonal skills

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