Service Delivery Associate

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Service Delivery Associate

Apply locations Manila time type Full time posted on Posted 2 Days Ago job requisition id R-207165

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 2,800+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.

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, with SimCorp as the overarching company brand and Axioma as a key product brand.

As a global provider of Software-as-a-Service (SaaS) investment management solutions, SimCorp supports clients 24/7 through delivery centers around the world. Our Global Delivery Centers are located in Manila in the Philippines, Noida in India, Kyiv in Ukraine, Warsaw in Poland, and in Mexico City, Mexico.

Our platform and ecosystem, which comprises partners, services, and third-party connectivity, empowers us to provide 40 percent of the world’s top 100 financial companies with the efficiency and flexibility needed to succeed.

SimCorp provides clients with a full front-to-back-offering, whether through a SaaS (software as a service) platform or as an on-premise solution. Globally, we serve clients, ranging from central banks and sovereign wealth funds to pension and insurance funds, asset managers, fund managers, asset servicers, and wealth managers.

Platform leadership, SaaS acceleration and Ecosystem scaling are the 3 growth levers of SimCorp 2025 strategy and PaaS Operations plays a crucial role in this transformation journey by delivering excellence in client services by executing a reliable, predictable, cost-effective operations service. As a platform and technology operations team, we also aspire to execute acceleration in standard processes to assist in the growth and efficiency of SimCorp’s SaaS business.

SimCorp is an equal opportunity employer. We are committed to building a culture where diverse perspectives and expertise are integrated in 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.

While striving to deliver client value, we believe it is vital to consider our people and our planet in every business decision we make. Acting responsibly is not optional. It is essential.

Why this is important to us

You will be part of our highly successful Global First Line Support team called Unified Service Desk. You will work with dedicated colleagues of the team and with Global Support and Service Delivery Consultants as well as Developers from other departments who participate in the daily duties supporting our clients.

Our responsibility is to deliver high-quality support and services to over 200 SimCorp clients world-wide for their SimCorp Dimension platform and to provide Operational Services for SimCorp clients with hosted solutions. The team is accountable for achieving required service levels for customer issues, delivery times and customer satisfaction. 

What you will be responsible for

You will be the first point of contact for our clients seeking support in their daily operations and you will be part of delivering outstanding support to them.

• Be the “face of SimCorp Support” for our clients. Contact is mainly made via our support emails and portal.
• Set up remote connections to clients thereby enabling consultants and developers to troubleshoot enquiries regarding the standard functionality of SimCorp Dimension
• Apply existing solutions to client requests when possible (on less complex enquiries)
• Communicate and articulate replies and resolutions to clients in a professional manner.
• Hand over enquiries to consultants and developers in the next level support for analysis and delivery of a solution
• Work hand in hand with other Service Delivery Associates to ensure seamless processes and assistance. 
• Operational support for running SimCorp Dimension (technical support)

What we Value

• Degree in IT/Computer Science/ or any IT Related Course
• Prior experience in the field of IT, Services or Banking is an advantage.
• 2+ years’ experience in a client-facing role ideally from customer/technical/application support but servicing clients instead on internal users.
• Experience in salesforce ticketing system (Service now, Jira, or any ITSM tool) and applications like Citrix, Azure, Databases (Oracle) and basic MS Windows admin
• A flair for IT and able to analyze, prioritize and solve problems in a service driven organization.
• Well organized, methodical, and used to a fast pace at the workplace
• Excellent time management skills with the ability to work under pressure and with competing priorities. 
• Enthusiastic and reliable team players enjoy a lively environment.
• Very good written and verbal communication skills in English (phone and face-to-face)
• A strong teamwork attitude with initiative and motivational skills accompanied by prior experience in client support service role is an advantage.
• Familiarity with MS Office tools, e.g., Word, Excel, PowerPoint
• Flexibility to work on duty on weekends or public holidays.

Other requirements

• EMEA shift hours (May change depending on business needs)
• Hybrid working arrangement (2x a week in office)

Next Steps:

Please click the “Apply” button to learn more about the vacancy and what SimCorp has to offer regarding salary, benefits, and perks. Please note only applications sent through our system will be processed. Applications are continuously assessed, so please send your CV in English as soon as possible.

If you are interested in being part of SimCorp but are not sure this role is the right fit, submit your CV anyway. SimCorp is on an exciting growth journey, and our Talent Acquisition Team is ready to help 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.

By Joining our team, you will have the chance to:

• Become part of a thriving company comprising collaborative, curious, courageous, and capable employees
• Explore a multitude of exciting learning and development opportunities, supported by our unique learning guild
• Engage with highly skilled and supportive colleagues, each bringing their diverse backgrounds and perspectives
• Join a company that not only values but actively advocates for Diversity, Equity, and Inclusion, fostering a truly inclusive and empowering environment

**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 commitment to nurturing a workplace that is not only inclusive and collaborative but also dedicated 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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SimCorp is a provider of industry-leading integrated investment management solutions for the global buy side. Founded in 1971, with more than 3,000 employees across five continents, SimCorp is a truly global technology leader that empowers more than half of the world’s top 100 financial companies through its integrated platform, services, and partner ecosystem. SimCorp is a subsidiary of Deutsche Börse Group. As of 2024, SimCorp includes Axioma, the leading provider of risk and management and portfolio optimization solutions for the global buy side. 

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