APS Service Delivery Manager

The APS Service Delivery Manager is the strategic anchor for Application Production Support Services within the Fund Administration area. Reporting to the Global Business Mandate, you will be accountable for the stability, security and cost-efficiency of nine core fund-accounting applications serving clients worldwide. You will steer a distributed APS team, translate the global operating model into day-to-day actions, and champion digital-transformation initiatives that keep the business ahead of market-driven change.

Responsibilities

• Lead global production stability: monitor availability of all Fund Administration applications and ensure production objectives are met.
• Align cross-location teams: coordinate the four regional support sites to roll out a uniform production strategy, security standards and quality-control processes.
• Own end-to-end production governance: define, institutionalise and report on ITIL-based Incident, Problem, Change and Service-Request management, as well as continuity and segregation-of-duty controls, while ensuring SLA compliance.
• Build and sustain stakeholder relationships: maintain a formal prioritisation process for production topics, provide regular status reporting and act as the primary escalation point for all production-related issues.
• Drive digitalisation and cost optimisation: lead automation, standardisation and cloud-migration initiatives that accelerate time-to-market, improve data quality and reduce operating costs across the sub-domain.
• Oversee continuity and resilience: ensure applications comply with continuity policies, manage IT-continuity processes and monitor obsolescence to avoid unnecessary cost.
• Control budgeting and financial reporting: define the APS budget for the sub-domain, forecast capacity, track actuals, reallocate resources when needed, and provide cost-to-business analyses for run and project activities.
• Ensure high-quality monitoring: supervise the use of monitoring tools, including Dynatrace and Splunk, to deliver the expected service level to internal and external clients.
• Steer business-process objectives: maintain production objectives for business activities, prioritise remediation action plans for resilience and incidents, and drive high client satisfaction on production topics.
• Participate in governance forums and contribute to global production-strategy discussions.
• Represent the sub-domain in projects: ensure APS involvement in relevant projects to capture run costs, anticipate operational needs and ensure a smooth transition from project to production.

Requirements

• Leadership experience of 5+ years managing production support for complex, multi-application environments in financial services.
• Deep understanding of ITIL processes, including Incident, Problem, Change and Service-Request management, and the ability to embed them globally.
• Knowledge of fund administration, NAV calculations and/or related financial instruments. Multifonds GA platform knowledge is a strong asset.
• Proven budgeting, cost-allocation and financial-reporting experience for global production operations.
• Excellent strategic thinking and communication skills; fluency in English.
• Analytical mindset focused on data quality, client satisfaction and measurable results.
• Demonstrated people-management capabilities, including coaching, talent development, performance management and building high-performing, cross-cultural teams.

What we offer

• Hybrid work mode, with 50% working from home within a month.
• Remote-work expense equivalent of 120 PLN per month.
• Stable employment in an international company.
• Fully paid private medical care for the employee.
• Pre-paid lunch card.
• Employee Pension Plan.
• Co-financed Multisport Card.
• MyBenefit Cafeteria Platform.
• Life insurance.
• Car parking availability in the office building.
• Training and development opportunities.