Service Delivery Manager

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.

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 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