Job Title

Service Delivery Manager (PA2025Q3JB143) Location: Toronto | Hybrid About SS&C Technologies SS&C Technologies (Canada Corp.) is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut, employing over 27,000 people across 35 countries. We provide technology and service solutions that help global financial industry clients achieve their business goals. Job Description 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 Youll Do Oversee technology infrastructure operations, incident and problem management, stakeholder communications, and root cause analysis. Provide leadership to crossfunctional technical teams, fostering teamwork to ensure prompt service resumptions and permanent problem resolution. Coordinate implementation and testing of IT changes during business hours and after hours, including weekends and holidays. Ensure successful implementation and operation of Service Management processes with a focus on Quality, Incident, Change and Problem Management. Monitor and manage all facets of international and domestic service commitments and SLAs. Document known faults and resolutions in the SSNC ticketing system and knowledge base. Identify opportunities to improve current technical support processes and recommend solutions. Support oncall operations for afterhours escalations, including weekends and holidays. Collaborate with Service Delivery Management to prioritize service delivery and client expectations. Create SLA reports, forecasts, performance reports, and capacity reports using infrastructure logs. Drive operational acceptance testing (OAT) and coordinate related activities with technical and project teams. Analyze, design and improve operational processes supporting the Data Center. Maintain digital security certificates and related databases. Coordinate annual disasterrecovery exercises, testing and postmortem reporting. What Youll Bring Strong understanding of IT infrastructure: servers, storage, networking and cloud platforms. Experience with technical infrastructure operations, Data Center, ITOperations and ITIL best practices. Deep knowledge of Service Delivery Operations and Service Level Agreements. Proficiency with monitoring tools such as Splunk and job processing. Leadership and relationshipbuilding skills to coordinate crossfunctional teams. Reporting proficiency (Word, Excel, PowerPoint). Excellent verbal and written communication skills. Processorientation and technical focus on service experience, incidents and events. Analytical and correlation skills for incident resolution. Experience with SSNC | IFDS data center processes. Knowledge of the Mutual Fund industry and Unix/HPUX, Network, Microsoft technologies. Background in application development and job scheduling applications. Experience 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 multiple priorities. Proactive mindset focused on continuous improvement and infrastructure resilience. Flexibility and ability to multitask. Timemanagement and qualityorientation. Why You Will Love It Here! Hybrid work model & businesscasual dress code. RRSP matching program, professional development reimbursement. Flexible personal/vacation time, sick leave, paid holidays. Medical, dental, vision, employee assistance program and parental leave. Diversity & inclusion commitment. Handson training through SS&C Learning Institute. Discounts on fitness clubs, travel and more. Equal Opportunity Employer SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate on any protected basis. We encourage applications from people of all backgrounds and work to accommodate applicants with disabilities throughout the hiring process. For accommodations, please contact [email protected]. No phone calls or email applications we thank all candidates for their interest; only those under consideration will be contacted. #J-18808-Ljbffr