Service Delivery Manager; PAQJB

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and mid-market firms rely on SS&C for expertise scale and technology.

Job Description

Service Delivery Manager

Location(s): Hybrid policy - UK

Status: Full time Permanent

Get To Know Us:

SS&C is leading the way. We continue to look for todays and tomorrows 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 client SLAs.

Why You Will Love It Here!

• Flexibility
  :
  Hybrid Work Model & a Business Casual Dress Code including jeans
• Your Future: 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 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 after hours including weekends and holidays.
• Overall responsibility for the successful implementation and operation of the organizations 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 departments 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…