Service Delivery Consultant (Batch Management)

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, front-to-back offering for 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 to our clients

Why this role is important to us

At SimCorp, we assist some of the biggest financial institutions in the world to be fruitful by simplifying their investments, accounting, and operations.

At SimCorp, jobs within Services deliver the implementation and operation of SimCorp Dimension at the client, as well as deploying cloud-based solutions that meet both new and existing client requirements. Activities include implementation, testing, configuration, upgrade, and maintenance of SimCorp Dimension.

SimCorp continuously updates its offerings to stay aligned with industry technology and trends.

About the role:

The Service Delivery Consultant roles within SCDaaS are responsible for helping clients operate and maintain SimCorp Dimension through a cloud-based offering. The services are effective and extend beyond the classical support as part of a closer relationship with our customers to help them keep their installation in the best possible condition, while at the same time delivering tangible business value for clients.

As a Service Delivery Consultant:

• A motivated individual who is willing to work with minimal supervision and able to assess incident’s priority to take adequate action with minimal guidance.
• Support and maintenance of SimCorp clients and to all aspects of service delivery around SCDaaS
• Assume responsibility for incidents and monitor the status of issues on behalf of the user, providing timely updates on progress.
• Work across the Global Team to resolve issues and concerns for end-users in a timely and effective manner.
• Understands support tiers, SLA’s and OLA’s of incidents to be able to escalate complex issues to senior members of the team.
• Maintain a high degree of customer service for all support queries and adhere to all ITSM service management principles to provide solution and deploying standards of SCDaaS Services.
• Ability to recognize and act responsibly on situations, enabling escalations, as necessary.
• Actively seek advice and support from peers and seniors on more complex issues.
• Applies subject matter knowledge to solve common business issues by leveraging practices and procedures covered by precedents or defined policies.
• Comfortable working cross functionally on both routine and non-routine tasks
• Guide internal and external contacts on defined usage of SimCorp Dimension.
• Generate solutions and implement services that is standard to SCDaaS.
• Communicate effectively and keep knowledge base up to-date.
• Ability to work with customers on standard tasks and issues.
• Understand the overall nature of the business; recognize inter-dependencies between functions.
• Minimum 3 to 5 years of related technical work experience.

Key skills:

• Technical:
• Infrastructure and platforms experience (covers a range of technical acumen that includes virtualization, middleware application, interfaces, O/S, networking, and databases)
• Job scheduling and management using an enterprise scheduler.
• Automation
• Operations
• Experienced Service Support practitioner (Incident, Service Fulfilment, Change and Release, Problem, etc)
• Extensively used Service Desk applications and understand service workflow.
• Performed regular maintenance and update of multiple environments (version upgrades, patches, refresh, job scheduling)
• Experience with SimCorp Dimension or other large financial services software products
• Understand mission-critical applications and HA environments.
• Problem analysis and issue resolution of known systemic errors.
• Assess requirements; Identify services or products to improve operations.
• Participated in domain teams and contributed to operational maturity/knowledge creation.
• Experienced with cloud-based platform/infrastructure services.
• Experienced with ITIL and Service Desk solutions like RemedyForce, ServiceNow, or JIRA
• IT-based education (Bachelor or higher)
• ITIL v3/v4 certified preferred

Others:

• APAC shift
• Hybrid working arrangement (2x/week)

Benefits:

SimCorp offers several benefits that might play a significant factor in considering whether to accept a job offer. Since we operate in 30+ offices worldwide, the benefits package may vary from country to country.

Take advantage of this section and indicate the most-valued benefits for candidates, considering training and certification, as well as benefits that can improve a candidate's work-life balance, such as flexible hours, vacation time, work-from-home options, etc. Please note that this may not be possible for multiple location postings due to the difference in benefits.

Next steps:

Please send us your application in English via our career site as soon as possible, we process incoming applications continually. Please note that only applications sent through our system will be processed. At SimCorp, we recognize that bias can unintentionally occur in the recruitment process. To uphold fairness and equal opportunities for all applicants, we kindly ask you to exclude personal data such as photo, age, or any non-professional information from your application. Thank you for aiding us in our endeavor to mitigate biases in our recruitment process.

If you are interested in being a part of SimCorp but are not sure this role is suitable, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks. 

We are eager to continually improve our talent acquisition process and make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

**SimCorp proudly announces the official certification of its Manila Delivery Center as a Great Place To Work, a remarkable achievement within just two and a half years of operations. This certification, which was acquired in November 2023, underscores SimCorp's effort to cultivating a workplace that is not only inclusive and collaborative but also committed to the personal and professional growth of its employees

**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**

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