Senior Manager, Global Support

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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! At its foundation, SimCorp is guided by our values - caring, customer success-driven, collaborative, curious, and courageous. Our people-centered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered. If you like what we're saying, keep reading! 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 global support operations with SimCorp's business objectives. As a senior leader, you will oversee complex client escalations, guide and mentor support leaders, and ensure that service levels, SLAs, and KPIs are consistently met or maintained. You will work closely with senior leadership, internal stakeholders, and clients to build collaborative relationships and ensure a proactive, client-focused support experience. While primarily a leadership role, this position also maintains direct involvement in critical client cases and escalations to ensure positive outcomes for clients. 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 andsupporting the resolution of client issues, escalations, while balancing ongoing leadership and operational responsibilities. .