Service Delivery Lead Job Listing at SS&C Technologies in Melbourne, VIC (Job ID R41012)

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

Type: Full Time

Job Description

Get To Know Us:

At SS&C, we believe technology should help our people have the best possible tools to do what they need to everyday.  With the tools, we aim to enable our users to provide the best possible services for our clients, which include some of the world's most established financial brands in Funds Management.  We aim to help improve our capabilities in every aspect so that our people and our clients' businesses can perform their best, every day. 

SS&C is one of the world's largest financial services technology companies and employs more than 27,000 people in offices in 35 countries across the globe.

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 accountable for the end-to-end delivery, performance, and continual improvement of IT services supporting both external SaaS customers and Business Process Outsourcing (BPO) operations. The role spans a mixed service model, combining externally contracted, customer-facing services with internally consumed platforms used by high-volume operational teams.

Operating within a lean, hands-on environment, the Service Delivery Lead is a player–coach who not only sets direction and drives accountability, but also actively executes service management activities. This role owns service outcomes across the full ITSM lifecycle, ensuring services are reliable, secure, compliant, and fit-for-purpose for both client and operational users.

End-to-End Service Ownership (SaaS & BPO)

• Own service delivery outcomes across SaaS platforms and BPO-supporting IT systems, covering all ITSM disciplines including Incident, Problem, Change, Release, Availability, Capacity, and Service Level Management.
• Act as the single point of accountability for service performance, risk posture, and user experience for both external customers and internal operations teams.
• Operate effectively across client-facing and internally consumed services, recognising the differing expectations, impact profiles, and governance models of each.

Customer, Operations & Stakeholder Engagement

• Serve as the primary service interface for external SaaS customers and senior internal stakeholders across BPO operations.
• Build strong, trust-based relationships with operational leaders, understanding how IT services directly impact productivity, client outcomes, and regulatory obligations.
• Balance external customer commitments with the needs of internal operational teams, ensuring neither service model is optimised at the expense of the other.

Service Operation

• Monitor service performance and ensure services are delivered according to agreed SLAs and KPIs and work with respective delivery teams to implement corrective actions when targets are not met.
• Responsible for ensuring that the Risk Assessment is completed for all major (S1 & S2) incidents.
• Contribute to the Configuration Management Database (CMDB) health.

Service Performance, SLAs & Governance

• Own SLA, KPI, and operational performance metrics across customer-facing and internally consumed services.
• Lead regular service reviews, operational forums, and governance meetings with customers, BPO leaders, and technology teams.
• Ensure service commitments—contractual and internal—are clearly defined, tracked, and met.

Risk, Compliance & Regulatory Alignment

• Ensure service delivery aligns with financial services regulatory, security, and risk management requirements across both SaaS and BPO environments.
• Work directly with 1st and 2nd line risk teams to manage technology risks, remediation plans, and risk acceptances.
• Support internal and external audits, including hands-on coordination of evidence from IT and operational teams.
• Ensure risk assessments are completed for all S1/S2 incidents and material service disruptions.

Vulnerability, DR & Operational Resilience

• Oversee vulnerability management activities, working hands-on with technology teams to ensure remediation is prioritised and completed.
• Ensure Disaster Recovery (DR) and Business Continuity Plans (BCP) are in place, tested, and appropriate for both customer-facing and BPO-critical systems.
• Drive improvements in resilience and recoverability for services that directly impact operational throughput.

Service Transition & Lifecycle Management

• Own the transition of new and changed services into BAU across SaaS and BPO environments.
• Ensure operational readiness, documentation, CMDB accuracy, and mandatory onboarding/offboarding requirements are met.
• Take an active role in change and release governance to minimise disruption to customers and operations teams.

Continual Service Improvement & Efficiency

• Identify and deliver continual service improvement initiatives that enhance reliability, user experience, and operational efficiency.
• Drive practical, implementable improvements in a lean environment, favoring actions over excessive processes.
• Balance service quality, risk, and cost-to-serve across both service models.

What You Will Bring:

• 8–10+ years' experience in IT Service Delivery / Service Management roles supporting SaaS, Managed Services, and/or BPO environments.
• Comfortable operating at both strategic and tactical levels.
• Hands-on problem solver with a strong sense of ownership and urgency.
• Excellent communicator across technical teams, operations staff, and external customers.
• Commercially and operationally pragmatic, able to balance risk, cost, and service outcomes.
• Resilient, adaptable, and effective under pressure and in the face of uncertainty.
• Proven accountability for live, customer-facing and business-critical production services.
• Experience working closely with operational teams who are heavy users of IT platforms.
• Strong working knowledge of ITSM frameworks (ITIL v3/v4) and service operations.
• Solid understanding of cloud platforms, DevOps, CI/CD, and modern application architectures.
• Familiarity with ITSM tooling (e.g. ServiceNow, Jira Service Management or equivalent).
• Practical understanding of security, vulnerability management, DR/BCP, and operational risk.

Desired Qualifications:

• ITIL v4 certification
• PMP / Agile / SAFe experience (desirable, not mandatory)
• Tertiary qualification in Technology or related discipline

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.