Service Delivery Lead

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds 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 worlds 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 worlds largest financial services technology companies and employs more than 27000 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 andBusiness 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 playercoach 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 acrossSaaS platforms and BPO-supporting IT systems covering all ITSM disciplines includingIncident Problem Change Release Availability Capacity and Service Level Management.
• Act as thesingle point of accountabilityfor service performance risk posture and user experience for both external customers and internal operations teams.
• Operate effectively acrossclient-facing and internally consumed servicesrecognisingthe differing expectations impact profiles and governance models of each.

Customer Operations & Stakeholder Engagement

• Serve as the primary service interface forexternal SaaS customersand senior internal stakeholders across BPO operations.
• Build strong trust-based relationships with operational leaders understanding how IT services directlyimpactproductivity client outcomes and regulatory obligations.
• Balance external customer commitments with the needs of internal operational teams ensuring neither service model isoptimisedat 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 forensuring thatthe Risk Assessment is completed for allmajor(S1&S2)incidents.
• Contribute to the Configuration Management Database (CMDB)health.

Service Performance SLAs & Governance

• OwnSLA KPI and operational performance metricsacross customer-facing and internally consumed services.
• Lead regular service reviews operational forums and governance meetings with customers BPO leaders and technology teams.
• Ensure service commitmentscontractual and internalare clearly defined tracked and met.

Risk Compliance & Regulatory Alignment

• Ensure service delivery aligns withfinancial services regulatory security and risk management requirementsacross both SaaS and BPO environments.
• Work directly with1st and 2nd line risk teamsto 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 allS1/S2incidentsand material service disruptions.

Vulnerability DR & Operational Resilience

• Oversee vulnerability management activities working hands-on with technology teams to ensure remediation isprioritisedand completed.
• EnsureDisaster Recovery (DR)andBusiness Continuity Plans (BCP)are in place tested andappropriate forboth customer-facing and BPO-critical systems.
• Drive improvements in resilience and recoverability for services that directlyimpactoperational 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 tominimisedisruption to customers and operations teams.

Continual Service Improvement & Efficiency

• Identifyand deliver continual service improvement initiatives that enhance reliability user experience and operational efficiency.
• Drive practical implementable improvements in a lean environmentfavoringactionsover excessiveprocesses.
• Balance service quality risk and cost-to-serve across both service models.

What You Will Bring:

• 810 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. Its 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 @ 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.