Service Delivery Manager

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Service Delivery Manager

Location(s):  Toronto|Hybrid

SS&C is leading the way.  We continue to look for today's and tomorrow's brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to reach out and apply to our welcoming and inclusive environment. 

SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, integrity, and innovation to name a few.  We are a fast-paced environment, who promote flexibility, authenticity and offer a hybrid working model to ensure employees can manage their day and meet both work and personal commitments. 

At SSNC, we provide technology and service solutions designed to help companies in the global financial industry achieve their business goals. As a technical Service Delivery Manager, you will work with our IT infrastructure teams to ensure IT services availability in accordance with domestic and international SLAs. 

Why You Will Love It Here  

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans 

• Your Future: RRSP Matching Program, Professional Development Reimbursement 

• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays 

• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave 

• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity 

• Training: Hands-On, Team-Customized, including SS&C Learning Institute 

• Extra Perks: Discounts on fitness clubs, travel and more 

• Wide-Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees 

What You Will Get To Do: 

• Responsible for major incident and problem management, including stakeholder communications and working with technical teams to resolve or prevent the occurrence of incidents through root cause analysis. 

• Provide leadership to cross functional technical teams and encourage teamwork and team collaboration to ensure prompt service resumptions, permanent resolutions to problems and successful implementation of IT changes and solutions. 

• Work with the technical teams, facilitate and coordinate implementation and testing of IT changes during business hours and afterhours including weekends and holidays. 

• Overall responsibility for the successful implementation and operation of the organization's Service Management processes with a focus on Incident, Change and Problem Management. 

• Responsible for monitoring and managing all facets of the client's service commitments and SLAs. 

• Responsible for the documentation of known faults and resolutions in SSNC ticketing system and knowledge management. 

• Investigate and recommend technical solutions, identify opportunities to improve current technical support processes. 

• Apply technical expertise and experience combined with operational excellence to improve the efficiency of the department's technical operations. 

• Act as the point of contact for technical and operational issues related to technical incidents and post-implementations. This includes providing on-call support for afterhours (including weekends and holidays) escalations according to primary or secondary on-call or as scheduled. 

• Works with Service Delivery Management team to prioritize and ensure services meet Client requirements and expectations.

• Responsible for creation of the SLA reports and graphs, forecasting and performance reports for cycle processing and capacity reports by obtaining related statistics and infrastructure logs. 

• Accountable and responsible for managing and driving the operational acceptance testing (OAT) including coordination of related activities with the technical, operations, onboarding, and project management teams. 

• Assist in the analysis, design and improvement of new operational processes supported by the Data Center that affect delivery of production services. 

• Work with Service Delivery Management and Team Leads to ensure Operational processes and procedures are established, documented, maintained, and followed. 

• Work with the technical teams to ensure digital security certificates are all updated, and the certificate database is kept up to date. 

• Responsible for coordination, documentation and conducting the IFDS annual disaster recovery exercise including all the preparation activities, testing, coordination of technical workshops as well as post-mortem meetings and reporting. 

What You Will Bring: 

• Good understanding of IT infrastructure, including servers, storage, networking and cloud platforms. 

• Excellent working knowledge and experience of Infrastructure support, Data Centre, and IT operations, ITIL best practices.

• Excellent understanding of Service Delivery Operations and Service Level Agreements 

• Good knowledge of Managed Services, monitoring tools such as Splunk and job processing. 

• Excellent relationship and leadership skills with the ability to gather and lead cross functional teams and coordinate IT investigations. 

• Excellent reporting skills with the ability to gather information, analyze and provide related reports and statistics in Word, Excel, or PowerPoint 

• Ability to communicate clearly and effectively, both verbally and written to technical and business personnel 

• Technical-focused and process oriented as it relates to service experience, incidents and events impacting service availability and interruptions. 

• Good technical analytical and correlation skills – able to analyze and provide solutions to incidents. 

• Ability to identify, document and recommend solutions to problems accurately with the correct priority. 

• Knowledge of SSNC | IFDS data center processes/procedures 

• Knowledge of Mutual Fund industry 

• Technical competencies on UNIX/HP-UX / Network / Microsoft technologies 

• Application development 

• Knowledge of Job Scheduling applications 

• Proven experience in developing and managing disaster recovery and business continuity plans. 

• Strong technical expertise in IT infrastructure, systems recovery, and data protection strategies. 

• Exceptional organizational skills with the ability to manage multiple priorities and detailed documentation. 

• Demonstrated ability to lead disaster recovery testing, simulations, and post-incident reviews. 

• Proactive mindset with a focus on continuous improvement and operational resilience. 

• Knowledge of iFast application products 

• Ability to work within a team environment. 

• Proactive/Self-starter with excellent time management skills. 

• Ability to work independently with minimal supervision. 

• Applies quality practices within job requirements. 

• Flexible with the ability to multitask. 

• Quality Oriented, Dedicated, Diligent, Patient, Critical thinker 

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. SS&C Technologies Canada Corp. fosters a positive, equitable and progressive workforce and is committed to accommodating applicants with disabilities throughout the hiring process. We will work with applicants requesting accommodation at any stage of this process. If you require any accommodation during the application and hiring process, please contact: phone calls or email applications please. We thank all candidates for their interest, but only those under consideration will be contacted.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.