What Makes Us, UsJoin 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!
Why this role is important to usThe Senior Manager, Global Support plays a critical role in leading and shaping SimCorp's global support organization, ensuring consistent, high-quality support delivery across regions and time zones.
This role is responsible for ensuring operational excellence, client satisfaction, and continuous improvement while aligning general support operations with SimCorp's business objectives.What You Will Be Responsible ForLead the global support function, ensuring efficient, high-quality support delivery across all regionsDefine and execute global support strategies to enhance the customer experience and meet service level commitmentsOwn and oversee escalated client issues, working directly with clients and internal teams to resolve complex or high-priority casesContribute to case load management where required, particularly on escalations and sensitive client situationsManage, mentor, and develop a team of support consultants and developers, promoting a culture of accountability, collaboration, and continuous improvementPartner with senior leadership to align global support objectives with SimCorp's strategic and business goalsMonitor, analyze, and report on key support performance metrics (SLAs, KPIs, trends), identifying risks and driving improvement initiativesBuild and maintain close relationships with key clients,



addressing concerns promptly and identifying opportunities to enhance their support experienceEnsure the support organization is appropriately resourced, including ownership of staffing planning, budgets, and performance goalsDrive process improvement initiatives to streamline workflows, improve efficiency, and reduce client impactProvide regular, clear reporting to senior leadership on support performance, challenges, risks, and improvement opportunitiesType of Work You Will Engage WithManaging and optimizing global support operations across multiple regionsLeading the resolution of client escalations and ensuring timely, high-quality outcomesLeading continuous improvement initiatives focused on service delivery, efficiency, and client satisfactionCoaching and mentoring support leaders to improve team capability and performanceAnalyzing operational metrics and using data to guide decisions and improvementsEngaging directly with clients to manage relationships, address concerns, and set expectationsCollaborating with senior leadership and cross-functional teams to align global support with broader organizational objectivesWhat We ValueBachelor's degree or equivalent experience in a relevant fieldExperience in customer support, service delivery,



or operations roles, with 6+ years in people leadershipDemonstrated ability to lead global or multi-regional support teamsExtensive experience handling client escalations, overseeing service levels, and communicating with stakeholdersExperience managing performance metrics, budgets, and operational planningAbility to balance strategic leadership with direct involvement in critical client issuesEffective communication skills and confidence engaging with senior stakeholders and clientsCollaborative, pragmatic, and results-oriented mindsetExperience leading process optimization and continuous improvement initiativesWillingness to remain actively involved when needed, contributing to case loads and supporting the resolution of client issues, escalations, while balancing ongoing leadership and operational responsibilitiesBenefitsAn attractive salary, bonus scheme, and pension are essential for any work agreement.
In addition to the traditional benefit scheme, we provide extensive work‐life balance and professional development opportunities.
SimCorp follows a global hybrid policy, asking employees to work from the office two days each week while allowing remote work on other days.Equal‐Opportunity EmploymentSimCorp 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.
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📌 Senior Manager, Global Support (Xico)
🏢 Simcorp
📍 Xico