Client Engagement Manager Job Listing at SS&C Technologies in United Kingdom (Job ID R33133)

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

Director, IT Service & Delivery, Client Engagement Management

As the Director, EMEA Client Engagement Manager, you will play a pivotal role in helping build a global Client Engagement Function across Technology Services and Managed Solutions. You will act as the EMEA Regional Leader for Client Engagement across our internal SS&C workforce and external clients across the region. This role is responsible for developing a best-in-class relationship management function ensuring white-glove IT service for SS&C's senior leaders and our managed services clients in EMEA.

You will act as the single point of contact (SPOC) for executive-level client engagements, ensuring seamless service delivery, issue resolution, event support and continuous service improvements. 

Your leadership will help drive operational improvement using relationship management tools and best practices. 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 and operational oversight. You will be responsible for service onboarding, escalation management, and stakeholder engagement, ensuring that IT services align with SS&C's centralized cloud, security, infrastructure and software teams. Your ability to drive service transformation and user experience improvement will be critical in shaping the future of IT services across the region.

• Executive Impact: Lead and define the regional Customer Engagement function at SS&C Technologies, a Fortune 1000 company and the world's largest hedge fund and private equity administrator. Drive high-touch service delivery, operational excellence, and strategic IT transformation for enterprise clients, ensuring seamless executive engagement and proactive IT support.
• Client-Centric Focus: Deliver white-glove IT experiences through high-touch relationship management, serving as the single point of contact (SPOC) for enterprise clients. Foster long-term client partnerships by ensuring proactive service delivery, executive-level communication, and continuous service improvement.
• Cross-Functional Leadership: Work with our global cloud, security, infrastructure and software teams to drive user experience and integrated IT solutions. Ensure that enterprise IT capabilities align with client needs, leveraging automation, AI-driven support, and proactive problem resolution to enhance the user experience.
• Professional Growth & Development: Influence IT service strategies, stakeholder management, and high-touch service delivery models while growing your leadership expertise. Take ownership of service transformation initiatives that enhance operational efficiency and user satisfaction.
• Competitive Benefits: Professional Development Reimbursement, Paid Time Off, Pension, Medical, Dental, and more—empowering you to lead high-impact customer engagement while enjoying comprehensive support for your career and well-being.

Lead the Regional Client Engagement Function

• Help develop a Global Client Engagement function, ensuring an outstanding IT service experience for both SS&C's largest clients and internal workforce.
• Act as the single point of contact (SPOC) for executive-level client interactions, ensuring seamless communication, escalation management, event support and service governance.
• Engagement on new business proposals, client consulting & advisory for new product deployments and continuous improvement.
• Lead escalation management for critical incidents, working closely with engineering, cloud, and security teams to help resolve issues efficiently whilst delivering timely and accurate updates to our internal users and external clients.

Manage Client Service Onboarding & Operational Readiness

• Oversee end-to-end service onboarding, ensuring a structured and efficient transition for new clients.
• Develop global onboarding frameworks, stakeholder maps and relationship management best practices to optimize service adoption.
• Work closely with cross-functional teams to align IT service capabilities with client business needs.

Lead Customer Satisfaction & UX Initiatives

• Own the Quarterly Business Review (QBR) process, providing data-driven insights on product roadmaps, service performance, issue resolution, and continuous improvement.
• Deliver UX research, service design and continuous feedback capture to proactively identify and address service gaps to enhance the end-to-end customer experience.
• Establish Experience-Level Agreements (XLAs) to measure and enhance client satisfaction.

• 15+ years of leadership experience in IT encompassing service delivery, executive support, event support, client onboarding, global collaboration and management of regional teams.
• Proven track record of leading high-touch, white-glove service delivery models for enterprise clients, ensuring exceptional user experience, executive engagement, and operational stability.
• Extensive experience in executive 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 methodologies such as Total Quality Management (TQM), Six Sigma, or CMMI, driving operational excellence and continuous improvement in IT service delivery.

This is an opportunity to lead, innovate, and shape the future of IT service delivery at SS&C Technologies. If you are passionate about white-glove service management, user experience, and enterprise-level client success, we invite you to apply!

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.