Service Delivery Manager - (PA2025Q3JB143)

SS&C Technologies; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading financial services technology firm in Toronto is seeking a Service Delivery Manager to oversee IT services and ensure compliance with SLAs. You will manage incident resolution, lead cross-functional teams, and enhance operational processes in a hybrid work environment. Strong knowledge of IT infrastructure and excellent leadership skills are essential for this role.

Benefits

Hybrid Work Model

RRSP Matching Program

Medical, Dental, and Vision Benefits

Professional Development Reimbursement

Flexible Personal/Vacation Time Off

Qualifications

• Strong understanding of IT operational processes.
• Ability to manage multiple priorities and document details.
• Proven experience in disaster recovery planning.

Responsibilities

• Oversee incident management and communication with stakeholders.
• Lead cross-functional teams in problem resolutions.
• Ensure compliance with SLAs and service management processes.

Skills

IT infrastructure understanding

ITIL-based support

Service Delivery Operations knowledge

Leadership skills

Analytical skills

Communication skills

Project management coordination

Tools

Splunk

UNIX/HP-UX

Job description

Overview

As a leading financial services and healthcare technology company, SS&C is headquartered in Windsor, Connecticut, with 27,000+ employees in 35 countries. We serve 20,000 financial services and healthcare clients, from the world’s largest to small and mid-market firms, providing 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 who want to improve not only their own lives, but those around them. We encourage you to apply to our welcoming and inclusive environment.

SS&C prides itself on hiring diverse, honest, dynamic individuals who value collaboration, accountability, integrity, and innovation. We are a fast-paced environment that promotes flexibility and authenticity and offers a hybrid working model to help employees manage 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 incidents through root cause analysis.
• Provide leadership to cross-functional technical teams and encourage teamwork to ensure prompt service resumptions, permanent resolutions to problems, and successful implementation of IT changes and solutions.
• 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.
• Monitor and manage all facets of the client’s service commitments and SLAs.
• Document 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 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 incidents and post-implementations, including on-call support for afterhours escalations as scheduled.
• Work with Service Delivery Management team to prioritize and ensure services meet Client requirements and expectations.
• Create SLA reports and graphs, forecasting and performance reports for cycle processing and capacity reports by obtaining related statistics and infrastructure logs.
• Manage and drive operational acceptance testing (OAT) coordinating with 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 the delivery of production services.
• Ensure Operational processes and procedures are established, documented, maintained, and followed with Service Delivery Management and Team Leads.
• Coordinate with technical teams to update digital security certificates and maintain the certificate database.
• Coordinate, document and conduct the IFDS annual disaster recovery exercise, including preparation activities, testing, coordination of workshops, post-mortem meetings and reporting.

What You Will Bring

• Good understanding of IT infrastructure, including servers, storage, networking and cloud platforms.
• Excellent working knowledge of ITIL-based Infrastructure support, Data Centre, and IT operations.
• Strong understanding of Service Delivery Operations and SLAs.
• Knowledge of Managed Services, monitoring tools such as Splunk and job processing.
• Excellent leadership skills with ability to gather and lead cross-functional teams and coordinate IT investigations.
• Strong reporting skills with ability to prepare reports and statistics in Word, Excel, or PowerPoint.
• Clear and effective communication, verbal and written, to technical and business personnel.
• Technical-focused and process oriented with regard to service experience, incidents and events affecting service availability.
• Strong analytical and correlation skills to analyze incidents and provide solutions.
• Ability to identify, document and recommend priority-based solutions to problems.
• Knowledge of SSNC | IFDS data center processes/procedures.
• Knowledge of Mutual Fund industry.
• Technical competencies in 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 IT infrastructure, systems recovery, and data protection expertise.
• Exceptional organizational skills to manage multiple priorities with detailed documentation.
• Experience leading disaster recovery testing, simulations, and post-incident reviews.
• Proactive, with a focus on continuous improvement and operational resilience.
• Knowledge of iFast application products.
• Ability to work in a team environment; self-starter with excellent time management; able to work independently with minimal supervision.
• Applies quality practices, flexibility to multitask, and a quality-oriented, patient, and critical-thinking mindset.

We encourage applications from people of all backgrounds to enable diverse perspectives. SS&C Technologies Canada Corp. fosters a positive, equitable and progressive workforce and is committed to accommodating applicants with disabilities throughout the hiring process. If you require accommodation during the application and hiring process, please contact: [e-mail]. No 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 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.