Director, IT Field Services Americas

SS&C Technologies•Union, NJ

About The Position

As the Director, Regional Field Services, you will act as the Regional Leader for End User Services Support across our internal SS&C workforce and external clients. This role is responsible for delivering a best-in-class support service ensuring a smooth onboarding of new employees/clients, stable support operations, continuous service improvement and effective management of projects, requests and incidents. You will act as a single point of contact (SPOC) for the region delivering field services support to both our internal SS&C workforce and external clients achieving our operational SLA/KPI targets. You will support new business requirements and manage vendors to ensure our operational services meet customer expectations and contractual obligations. You will engage in regional infrastructure business continuity events and oversight of regulatory compliance obligations. Your leadership will help drive operational efficiency using data analytics, SLA/OLA/KPI tracking and implementation of ITIL best practices. You will be expected to continuously implement operational improvement to optimize the SS&C workforce and customer experience. You will help manage real-estate projects, major incidents, changes and lead proactive problem management across the region. You will be expected to continuously identify & implement customer satisfaction improvement and optimize the overall end-user experience. This is a high-visibility leadership role that requires a blend of business relationship management, operational management and team leadership. You will engage in regional M&A operational impact assessment and subsequent infrastructure integration. Your ability to drive service transformation and operational improvement will be critical in shaping the future of IT services across the region.

Requirements

15+ years of leadership experience in IT encompassing service delivery, executive support, event support, client onboarding, global collaboration and management of regional teams.
Extensive experience in stakeholder management, service governance driving business-aligned service improvements and high customer satisfaction.
Strong background in client/service onboarding, business transformation, and large-scale IT integrations, including M&A transitions and global service model standardization.
Expertise in service escalations, incident and problem management, and risk mitigation, delivering service excellence through structured ITSM practices.
Recognized for building and leading high-performing IT service teams fostering a culture of service excellence and continuous improvement.
Knowledge of quality management & operations methodologies such as ITIL driving operational excellence and continuous improvement in IT service delivery.
Experience of enterprise support tools such as ServiceNow

Responsibilities

Lead the Regional Field Services Function
Contribute to building a Global Field Services Delivery function, ensuring an outstanding IT service experience for both SS&C’s clients and internal workforce.
Manage a distributed USA & Canada team to deliver best in class IT support across the region.
Provide operational management of requests, incidents, major changes and infrastructure events working closely with engineering, cloud, and security teams to ensure end user impacting issues are efficiently resolved.
Manage Operational Readiness & Control
Provide data-driven insights on operational stability, hardware demand, change roadmaps, service performance, incident resolution, request closure and operational improvement initiatives.
Implement global service delivery frameworks, operational dashboards and ITIL best practices to optimize field services.
Work closely with cross-functional teams to align IT support capabilities with contractual obligations and client expectations.
Lead Change & Improvement Initiatives
Oversee end-to-end field service operations ensuring a structured and efficient transition for new clients, M&A activities and efficient onboarding/offboarding of SS&C employees.
Track OLAs, SLA’s and operational KPI’s to measure and continuously improve service delivery.
Successfully deliver regional product deployments and real estate initiatives.