Lead Service Delivery Manager

TL;DR

Lead Service Delivery Manager: Overseeing delivery of high-quality services to clients across multiple projects with an accent on SLA/KPI performance, risk mitigation, and continuous improvement. Focus on coordinating resources, resolving service issues, and reporting outcomes to senior leadership while mentoring service delivery staff.

Location: Manila

Company

SimCorp delivers services for financial technology clients, with a people-centered approach focused on client success and continuous growth.

What you will do

• Manage service delivery for multiple clients or projects, ensuring on-time delivery, in-scope execution, and agreed quality standards.
• Serve as the primary client point of contact, addressing service needs and resolving service-related issues.
• Coordinate resources by allocating personnel and tools effectively to meet service delivery goals.
• Track delivery performance using KPIs, SLAs, and client feedback; identify improvement areas.
• Align service delivery processes with client expectations and business goals through cross-functional collaboration.
• Identify delivery risks, implement mitigation strategies, and provide regular status/performance/risk updates to senior leadership and clients.

Requirements

• Typically 5+ years of experience in service delivery or a related field.
• Strong ability to manage day-to-day service operations and resolve service-related issues.
• Structured and analytical thinking with strong problem-solving skills.
• Ability to influence without formal authority and collaborate with clients and internal stakeholders.
• Comfort with complexity and ambiguity.
• Willingness to travel as required.

Nice to have

• Proficiency in French.

Culture & Benefits

• Hybrid policy with office attendance 2x/week.
• People-centered organization focused on skills development, relationship building, and client success.
• Mentoring and guidance to support continuous development of service delivery staff.
• Benefits vary by country due to 30+ offices worldwide.

Hiring process

• Submit the application in English via the career site; applications are processed on a rolling basis.
• Only applications sent through the system are processed.
• Feedback may be requested during the process to improve candidate experience.