PA2025Q3JB143 - Service Delivery Manager

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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 Location(s): Hybrid policy - Bangkok, Thailand Status: Full time Permanent Get To Know Us: SS&C is leading the way. We continue to look for today's and tomorrow's brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to reach out and apply to our welcoming and inclusive environment. SS&C prides itself on hiring diverse, honest, dynamic individuals who value collaboration, accountability, integrity, and innovation, to name a few. We are a fast-paced environment who promote flexibility, authenticity, and offers a hybrid working model to ensure employees can manage their day and meet both work and personal commitments. At SSNC, we provide technology and service solutions designed to help companies in the global financial industry achieve their business goals. 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: 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 after-hours, 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, and 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-implementation. 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 the Service Delivery Management team to prioritize and ensure services meet Client requirements and expectations. Responsible for the 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 affect the 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, c

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