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
Title: Service Delivery Lead
Location: Australia [Preferably Melbourne] || Hybrid
Job Description
Get To Know Us:
SS&C GIDS provides information processing and computer software services and products. The Company's operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.
Why You Will Love It Here!
- Flexibility: Hybrid Work Model
- Your Future: Income Protection Insurance & Salary Continuance
- Work/Life Balance: Generous Bereavement & Compassionate leave
- Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
- 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:
The Service Delivery Lead is responsible for ensuring a top tier customer experience for all SS&C Managed Service Platform (MSP) customers. It is a pivotal role in aligning services with client needs, ensuring service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. They will facilitate most communication between customers, application support, production support, delivery, architecture, CRM/accounts, and the technology & DevOps teams. Additionally, they either lead or assist in the deployment of technical projects.
- Provide “White Glove” (top tier) service to MSP customers throughout their lifecycle, from on-boarding all the way through to BAU operations.
- Serve as primary point of contact for customers and stakeholders. This SPOC role streamlines communication, eliminates confusion, and fosters a strong, collaborative relationship.
- Champion customer requirements through support, delivery, architecture, and our technology & DevOps organizations.
- Balance advocacy of MSP customer needs with SS&C's business objectives.
- Lead end-to-end project management efforts for MSP and Technology workstreams on large customer programs, ensuring workstream objectives are met and stakeholders are aligned.
- Track and facilitate resolution on all MSP customer related issues.
- Influence prioritization of incident resolution, release deployment and new client onboarding projects.
- Manage and resolve all manner of reactive issues that may occur.
- Provide comprehensive service management reports, including detailed service level performance reporting.
- Takes charge of monitoring and meeting SLA commitments, instilling confidence in the client that their expectations will consistently be met or exceeded.
- Facilitate service management reviews and other governance meetings with the customer stakeholders, as specified in their contract.
What You Will Bring:
- Minimum 5+ years of experience Project management experience leading medium to high complexity infrastructure, IT systems integration projects.
- Proven experience working in an IT customer service delivery role under a managed service framework.
- Sound technical understanding/working knowledge of cloud infrastructure & CI/CD technologies.
- Demonstrated ability to collaborate cross-functionally with teams in a fast-moving and dynamic business environment.
- Deep understanding of service management principles, frameworks, and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
- PMP, ITIL, Software development and Agile experiences a plus.
- Possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions.
- Strong customer-facing experience in an IT/MSP service delivery environment.
- Experience managing complex and challenging relationships with internal/external customers.
- Excellent communication (grammatically and technically) and analytical skills.
- A good team player ambitious and eager to excel and grow while maintaining high ethical standards and respect for his/her colleagues.
- Capability to work well within a globally distributed network of colleagues to solve problems quickly.
- Ability to think critically and make decisions quickly to address service-related challenges.
- Ability to manage multiple engagements with various teams.
- Ability to bring structure to problems effectively and drive to practical solutions.
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.
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 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.
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