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!

Why this role is important to us
The 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 For

Lead the global support function, ensuring efficient, high-quality support delivery across all regions

Define and execute global support strategies to enhance the customer experience and meet service level commitments

Own and oversee escalated client issues, working directly with clients and internal teams to resolve complex or high-priority cases

Contribute to case load management where required, particularly on escalations and sensitive client situations

Manage, mentor, and develop a team of support consultants and developers, promoting a culture of accountability, collaboration, and continuous improvement

Partner with senior leadership to align global support objectives with SimCorp’s strategic and business goals

Monitor, analyze, and report on key support performance metrics (SLAs, KPIs, trends), identifying risks and driving improvement initiatives

Build and maintain close relationships with key clients,



addressing concerns promptly and identifying opportunities to enhance their support experience

Ensure the support organization is appropriately resourced, including ownership of staffing planning, budgets, and performance goals

Drive process improvement initiatives to streamline workflows, improve efficiency, and reduce client impact

Provide regular, clear reporting to senior leadership on support performance, challenges, risks, and improvement opportunities

Type of Work You Will Engage With

Managing and optimizing global support operations across multiple regions

Leading the resolution of client escalations and ensuring timely, high-quality outcomes

Leading continuous improvement initiatives focused on service delivery, efficiency, and client satisfaction

Coaching and mentoring support leaders to improve team capability and performance

Analyzing operational metrics and using data to guide decisions and improvements

Engaging directly with clients to manage relationships, address concerns, and set expectations

Collaborating with senior leadership and cross-functional teams to align global support with broader organizational objectives

What We Value

Bachelor’s degree or equivalent experience in a relevant field

Experience in customer support,



service delivery, or operations roles, with 6+ years in people leadership

Demonstrated ability to lead global or multi-regional support teams

Extensive experience handling client escalations, overseeing service levels, and communicating with stakeholders

Experience managing performance metrics, budgets, and operational planning

Ability to balance strategic leadership with direct involvement in critical client issues

Effective communication skills and confidence engaging with senior stakeholders and clients

Collaborative, pragmatic, and results-oriented mindset

Experience leading process optimization and continuous improvement initiatives

Willingness to remain actively involved when needed, contributing to case loads and supporting the resolution of client issues, escalations, while balancing ongoing leadership and operational responsibilities

Benefits
An 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 Employment
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 to our clients.

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📌 Senior Manager, Global Support (Ciudad de México)
🏢 Simcorp
📍 Ciudad de México