Service Delivery Manager (Financial Services Technology)

Location: Hybrid at 30 Adelaide Street, Toronto, Ontario, Canada. Candidates must be legally eligible to work at the specified location and provide a valid work or study permit where applicable.

Salary: CAD 105,000–150,000 per year.

Company

SS&C provides technology and service solutions for financial services and healthcare organizations, with more than 27,000 employees across 35 countries.

What you will do

• Oversee technology infrastructure operations, major incident management, problem management, and stakeholder communications.
• Lead cross-functional technical teams to restore services, implement permanent resolutions, and deliver IT changes.
• Manage service management processes focused on quality, incident, change, and problem management.
• Monitor domestic and international service commitments, SLAs, reporting, forecasting, and capacity metrics.
• Coordinate operational acceptance testing, service documentation, knowledge management, and process improvements.
• Lead client disaster recovery exercises, technical workshops, testing, post-mortems, and reporting.

Requirements

• Strong understanding of IT infrastructure, including servers, storage, networking, cloud platforms, data centers, and IT operations.
• Excellent knowledge of ITIL practices, service delivery operations, managed services, monitoring tools such as Splunk, and SLAs.
• Experience leading cross-functional technical investigations and coordinating incident resolution.
• Strong reporting, analytical, communication, organizational, and multitasking skills.
• Experience with UNIX/HP-UX, networking, Microsoft technologies, application development, and job scheduling applications.
• Proven experience developing and managing disaster recovery and business continuity plans, including testing and post-incident reviews.

Nice to have

• Knowledge of SS&C/IFDS data center processes and procedures.
• Knowledge of the mutual fund industry.
• Knowledge of iFast application products.

Culture & Benefits

• Hybrid work model with a business-casual dress code.
• RRSP matching and professional development reimbursement.
• Flexible personal and vacation time off, sick leave, and paid holidays.
• Medical, dental, vision, employee assistance, and parental leave programs.
• Hands-on customized training through the SS&C Learning Institute and discounts on fitness clubs and travel.
• After-hours on-call support, including weekends and holidays, is required according to the applicable schedule.