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

APS Service Delivery Manager

Responsibilities:

• 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 & resilience - guarantee 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, re‑allocate resources when needed, and provide cost‑to‑business analyses for run‑and‑project activities.
• Ensure high‑quality monitoring - supervise the use of monitoring tools (e.g., Dynatrace, Splunk) to deliver the expected service level to internal and external clients.
• Steer business‑process objectives - maintain production objectives for business activities, prioritize remediation action plans (resilience, 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 all relevant projects to capture run‑costs, anticipate operational needs and guarantee smooth transition from project to production.

Requirements:

• Leadership experience (5 + years) managing production support for complex, multi‑application environments in financial services.
• Deep understanding of ITIL processes (Incident, Problem, Change, Service‑Request) and ability to embed them globally.
• Knowledge in area 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 for global production operations.
• Excellent strategic thinking and communication skills; fluency in English.
• Analytical mindset with a focus on data‑quality, client‑satisfaction and measurable results.
• Demonstrated people‑management capabilities: coaching, talent development, performance management and building high‑performing, cross‑cultural teams.

What we offer:

• Hybrid work mode, 50% working from home within a month
• Equivalent for remote work expenses (120 PLN per month)
• Stable employment in the international company
• Fully paid private medical care for employee
• Pre-paid lunch card
• Employee Pension Plan
• Co-financed Multisport Card
• MyBenefit Cafeteria Platform
• Life insurance
• Car parking availability in the office building
• Trainings and development opportunities

If the offer sounds interesting to you - please be invited to apply with your resume in English.