Service Delivery Manager

SS&C; North Carolina; Remote; USD 100,000 - 160,000; Full time

Job summary

An established industry player in financial services is seeking a Manager for IT Service & Delivery, specializing in Client Engagement Management. This pivotal role focuses on enhancing client relationships and ensuring exceptional IT service delivery. You will lead a team dedicated to operational excellence, driving service improvements, and optimizing the user experience. With a commitment to diversity and inclusion, this innovative firm offers a hybrid work model and a range of benefits, including professional development opportunities. Join us in shaping the future of IT service delivery!

Benefits

401k Matching Program

Professional Development Reimbursement

Medical, Dental, Vision Insurance

Employee Assistance Program

Parental Leave

Flexible Personal/Vacation Time Off

Discounts on fitness clubs and travel

Hybrid Work Model

Hands-On Training

Business Casual Dress Code

Qualifications

• 15+ years of leadership experience in IT service delivery and client engagement.
• Proven track record in managing high-touch service models for enterprise clients.
• Expertise in service escalations and risk mitigation.

Responsibilities

• Lead the Regional Client Engagement Function to enhance IT service experience.
• Manage client service onboarding and operational readiness for new clients.
• Drive customer satisfaction initiatives and UX research.

Skills

Leadership in IT

Service Delivery Management

Client Engagement

Stakeholder Management

Operational Improvement

Customer Satisfaction Improvement

Incident Management

Service Governance

Job description

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

Job Title: Manager, IT Service & Delivery, Client Engagement Management

Locations: 100% Remote

Get To Know Us:

As the Manager, Regional Client Engagement Manager, you will play a pivotal role in helping build a global Client Engagement Function across Technology Services and Managed Solutions. You will act as the Regional Leader for Client Engagement across our internal SS&C workforce and external clients across the region. This role is responsible for developing a best-in-class relationship management function ensuring white-glove IT service for SS&C’s senior leaders and our managed services clients across region.
You will act as the single point of contact (SPOC) for executive-level client engagements, ensuring seamless service delivery, issue resolution, event support and continuous service improvements.
Your leadership will help drive operational improvement using relationship management tools and best practices. You will be expected to continuously identify & implement customer satisfaction improvement and optimize the overall end-user experience.

This is a high-visibility leadership role that requires a blend of business relationship management and operational oversight. You will be responsible for service onboarding, escalation management, and stakeholder engagement, ensuring that IT services align with SS&C’s centralized cloud, security, infrastructure and software teams. Your ability to drive service transformation and user experience improvement will be critical in shaping the future of IT services across the region.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• 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 University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

Lead the Regional Client Engagement Function

• Help develop a Global Client Engagement function, ensuring an outstanding IT service experience for both SS&C’s largest clients and internal workforce.
• Act as the single point of contact (SPOC) for executive-level client interactions, ensuring seamless communication, escalation management, event support and service governance.
• Engagement on new business proposals, client consulting & advisory for new product deployments and continuous improvement.
• Lead escalation management for critical incidents, working closely with engineering, cloud, and security teams to help resolve issues efficiently whilst delivering timely and accurate updates to our internal users and external clients.

Manage Client Service Onboarding & Operational Readiness

• Oversee end-to-end service onboarding, ensuring a structured and efficient transition for new clients.
• Develop global onboarding frameworks, stakeholder maps and relationship management best practices to optimize service adoption.
• Work closely with cross-functional teams to align IT service capabilities with client business needs.

Lead Customer Satisfaction & UX Initiatives

• Own the Quarterly Business Review (QBR) process, providing data-driven insights on product roadmaps, service performance, issue resolution, and continuous improvement.
• Deliver UX research, service design and continuous feedback capture to proactively identify and address service gaps to enhance the end-to-end customer experience.
• Establish Experience-Level Agreements (XLAs) to measure and enhance client satisfaction.

What You Will Bring:

• 15+ years of leadership experience in IT encompassing service delivery, executive support, event support, client onboarding, global collaboration and management of regional teams.
• Proven track record of leading high-touch, white-glove service delivery models for enterprise clients, ensuring exceptional user experience, executive engagement, and operational stability.
• Extensive experience in executive stakeholder management, service governance driving business-aligned service improvements and high customer satisfaction.
• Strong background in client/service onboarding, business transformation, and large-scale IT integrations, including M&A transitions and global service model standardization.
• Expertise in service escalations, incident and problem management, and risk mitigation, delivering service excellence through structured ITSM practices.
• Recognized for building and leading high-performing IT service teams fostering a culture of service excellence and continuous improvement.
• Knowledge of quality management methodologies such as Total Quality Management (TQM), Six Sigma, or CMMI, driving operational excellence and continuous improvement in IT service delivery.

Join SS&C in Leading the Future of Managed Services!

This is an opportunity to lead, innovate, and shape the future of IT service delivery at SS&C Technologies. If you are passionate about white-glove service management, user experience, and enterprise-level client success, we invite you to apply!

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers .

• #LI-BP1
• #CA-BP

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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.

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

Job Title: Manager, IT Service & Delivery, Client Engagement Management

Locations: 100% Remote

Get To Know Us:

As the Manager, Regional Client Engagement Manager, you will play a pivotal role in helping build a global Client Engagement Function across Technology Services and Managed Solutions. You will act as the Regional Leader for Client Engagement across our internal SS&C workforce and external clients across the region. This role is responsible for developing a best-in-class relationship management function ensuring white-glove IT service for SS&C’s senior leaders and our managed services clients across region.
You will act as the single point of contact (SPOC) for executive-level client engagements, ensuring seamless service delivery, issue resolution, event support and continuous service improvements.
Your leadership will help drive operational improvement using relationship management tools and best practices. You will be expected to continuously identify & implement customer satisfaction improvement and optimize the overall end-user experience.

This is a high-visibility leadership role that requires a blend of business relationship management and operational oversight. You will be responsible for service onboarding, escalation management, and stakeholder engagement, ensuring that IT services align with SS&C’s centralized cloud, security, infrastructure and software teams. Your ability to drive service transformation and user experience improvement will be critical in shaping the future of IT services across the region.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k 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 University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

Lead the Regional Client Engagement Function

• Help develop a Global Client Engagement function, ensuring an outstanding IT service experience for both SS&C’s largest clients and internal workforce.
• Act as the single point of contact (SPOC) for executive-level client interactions, ensuring seamless communication, escalation management, event support and service governance.
• Engagement on new business proposals, client consulting & advisory for new product deployments and continuous improvement.
• Lead escalation management for critical incidents, working closely with engineering, cloud, and security teams to help resolve issues efficiently whilst delivering timely and accurate updates to our internal users and external clients.

Manage Client Service Onboarding & Operational Readiness

• Oversee end-to-end service onboarding, ensuring a structured and efficient transition for new clients.
• Develop global onboarding frameworks, stakeholder maps and relationship management best practices to optimize service adoption.
• Work closely with cross-functional teams to align IT service capabilities with client business needs.

Lead Customer Satisfaction & UX Initiatives

• Own the Quarterly Business Review (QBR) process, providing data-driven insights on product roadmaps, service performance, issue resolution, and continuous improvement.
• Deliver UX research, service design and continuous feedback capture to proactively identify and address service gaps to enhance the end-to-end customer experience.
• Establish Experience-Level Agreements (XLAs) to measure and enhance client satisfaction.

What You Will Bring:

• 15+ years of leadership experience in IT encompassing service delivery, executive support, event support, client onboarding, global collaboration and management of regional teams.
• Proven track record of leading high-touch, white-glove service delivery models for enterprise clients, ensuring exceptional user experience, executive engagement, and operational stability.
• Extensive experience in executive stakeholder management, service governance driving business-aligned service improvements and high customer satisfaction.
• Strong background in client/service onboarding, business transformation, and large-scale IT integrations, including M&A transitions and global service model standardization.
• Expertise in service escalations, incident and problem management, and risk mitigation, delivering service excellence through structured ITSM practices.
• Recognized for building and leading high-performing IT service teams fostering a culture of service excellence and continuous improvement.
• Knowledge of quality management methodologies such as Total Quality Management (TQM), Six Sigma, or CMMI, driving operational excellence and continuous improvement in IT service delivery.

Join SS&C in Leading the Future of Managed Services!

This is an opportunity to lead, innovate, and shape the future of IT service delivery at SS&C Technologies. If you are passionate about white-glove service management, user experience, and enterprise-level client success, we invite you to apply!

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers .

• #LI-BP1
• #CA-BP

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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.

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.

About Us

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.