About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
IT Service Delivery Manager (Performance, Alerting, & Observability)
The IT Service Delivery Manager ensures the delivery of high-quality services to end users, with a focus and emphasis in the areas of performance, alerting, and observability of critical enterprise applications and infrastructure.
Fundamental to this role is experience with observability, security, and reporting tools to include, but not limited to Dynatrace, Elastic, Azure Monitor and Log Analytics, Catchpoint, SolarWinds, Pandora, Truesight Capacity Optimizer, ServiceNow Event Management, SCOM.
This role may be for you if have:
- 12+ years of strong experience in Infrastructure Operations, especially in a highly regulated manufacturing and automation environments.
- Strong experience with Dynatrace, SolarWinds, Catchpoint, AppDynamics, NewRelic, Azure Monitor and Logging, Elastic, Datadog and proven experience of managing in highly regulated environments required.
- Deep experience of ITIL disciplines, Capacity Management, Reporting, and Infrastructure Monitoring.
- Experience of managing service contracts, from a service and financial perspective
- Experience in Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
- Experience of Data Center Infrastructure technologies including but not limited to: Server OS, Virtualization, Storage, Backup, and disaster recovery/business continuity.
- Experience with operating system (Microsoft Windows & Linux) Citrix
- Problem determination (experience in root cause analysis) and problem resolution skills.
- Hands-on experience of formal outsourcing processes and methodologies
- Ability to work with Service Providers to ensure effective operations and agreed upon service levels.
- Demonstrated experience in Transition Management of services to Operations.
- Experience in managing 3rd parties and 3rd party delivered services.
- Experience in managing staff as related to the delivery of the service.
- Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action.
- Ability to work with global team and utilize global best practices for service delivery.
- Able to demonstrate a high degree of flexibility including shift and out of hours working.
- Proven analytical, evaluative, negotiating, and problem-solving abilities.
**Key Responsibilities**:
- Maintain high performing operational service support functions for support of operational “Run” activities for the Global IT Organization.
- Responsible for compliance, security, and effective delivery of Services throughout the business.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Champion Service and Support in Operational projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
- Be accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party service review meetings covering performance, service improvements, risk, compliance, governance, quality, and processes.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Provide regular and accurate management reporting on IT Service performance.
- Staff Management including recruitment, mentoring, training, target setting and performance assessment.
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between department.
Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.
We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
