Job Description

Service Delivery Manager

Location(s): Hybrid policy - 30 Adelaide, Toronto, ON

Status: Full time Permanent

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 client SLAs.

What You Will Get To Do:

• Responsible for a service focused oversight of Technology Infrastructure Operations, major incident and problem management, including stakeholder communications and working with technical infrastructure teams to resolve or prevent the occurrence of incidents through root cause analysis.
• Provide leadership to cross functional technical operational 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 Quality, Incident, Change and Problem Management
• Responsible for monitoring and managing all facets of the International and Domestic 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 infrastructure and operational issues related to technical incidents and post-implementations. This includes providing on-call support for after hours (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 affects 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 (client) 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 Technical Infrastructure operations 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 technical infrastructure 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

No phone calls or email applications please. We thank all candidates for their interest, but only those under consideration will be contacted.

Salary Range: $105,000 -150,000 CAD

This job advertisement is for an existing vacancy which has been posted both internally and externally.

You need to be legally eligible to work at the location(s) specified above and, where applicable, must be able to provide a valid work or study permit, if selected for an interview.

SS&C uses AI tools to help screen and assess applicants by analyzing resumes and applications to identify candidates whose skills match our needs. These tools support, but do not replace, human decision-making.

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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.

Applications will be accepted on an ongoing basis until the position is filled.