IT Service Delivery Manager in London

SS&C is the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including: Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles. Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including contact centre, using digital services.

About the Role

We seek an IT Service Delivery Lead to innovate and provide exceptional client service and be accountable for the quality and delivery of Technology client engagement on behalf of the SS&C Wealth Business. The successful candidate will work on maintaining relationships with key IT contacts and business leaders to ensure effective communication and delivery of the highest standard of service to our clients.

• You take pride in your reputation and can create meaningful relationships based on knowledge and trust.
• You have high standards of integrity and expectations for yourself and others.
• You consider yourself to be a fast learner; you are driven to improve your knowledge and experience continually.
• You enjoy mentoring and collaborating with colleagues across various roles.
• You are comfortable guiding teams and individuals on completion of tasks that contribute towards delivering a wider strategy or goals.
• Your friends and colleagues describe you as engaging, a strong communicator who is eager to bring teammates together to figure things out.
• You are self-motivated and able to flex easily between dealing with internal delivery teams and stakeholders and external clients.

Your Responsibilities

• Manage communication with SS&C’s Wealth clients on behalf of the IT group for core disciplines including Incident, Problem, Change and Release Management.
• Ensure client specific requirements are understood and IT services meet client expectations.
• Deliver management information through regular reporting and service review meetings.
• Identify opportunities for service improvement and respond to client feedback.
• Actively work with IT peers to promote client focus and deliver an exceptional customer experience.
• Support requests for client oversight and due diligence.

Business Management

• Partner with IT and Business leaders to define and maintain standards and working practices.
• Act as an escalation point for issues impacting the SS&C Wealth business unit.
• Share updates on IT Initiatives and support delivery of the IT strategy within the business.
• Partner with the business in the development of the business strategy for the SS&C Life & Pension business in Ireland.
• Effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external).
• Continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
• Communicate and promote the values which reinforce and support a consistent quality culture.

Your experience

• Proven Client Relationship Management and/or IT Service Management experience.
• Proven ability to work across organisational boundaries to deliver for the business and our clients.
• Knowledge of technology best practices and standards.
• Strong communication skills: ability to translate complex technical information into digestible updates for clients and stakeholders.
• Skills in problem-solving and logical thinking.
• Ability to work in a challenging environment and adaptable to continuous change.

EEO Statement / Non-agency Disclosure

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of 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.