Sr Lead, Service Del Impl
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. Job Profile Summary This position will work directly with leadership, internal partners, service delivery units, cross functional teams, and vendors to ensure that the most appropriate levels of services are provided to meet current and future business needs. Solves complex problems and initiatives facing the functional area. Responsible for the overall Service Delivery Manager duties and support of IT services; compliancy, applications, department software and hardware, and business units as required. Experienced functional area expert with technical and business knowledge with Contact Center and Telephony solutions. Provides comprehensive consultation to business units, IT management, and staff. The role is focused on operational excellence, development, and initiative management and executes on strategic business activities that cross functional towers. The Unified Communications Team supports the Northern Trust Contact Center and Voice technology. This role requires an independent, proactive, and forward-thinking individual that thrives in a fast-paced environment. A successful candidate will be both analytically and technically adept to support and track multiple areas of concentration. Job Description - Major Duties: Manage the delivery of vendor services to ensure expectations are met with all the contractual requirements, including compliancy with service level agreements, relevant laws, regulations, and company policies. As senior liaison between the support organization and tower business partners, help ensure appropriate levels of service are met for current activities and assists in efforts on continuous improvement of the service and SLA (service level agreements/OLA (operational-level agreement) reviews. Manage all administrative and regulatory initiatives and requests across the team. Serves as a main point of contact for all Contact Center and Telephony platform ITSM processes; (Risk Management, Change Management, Vulnerability, Patch Implementation, EOL/EOS (end of life/end of support) with software and hardware, Operational Tickets, Admin Access Reviews, Privilege Access Certifications, CMDB (configuration management database) discrepancies and resolution. Team manager for Service Now operations and main point of contact for the department. Provides oversight analysis and tracking to ensures compliance of requirements necessary for the protection of all data processed, stored, or transmitted by systems. Coordinate activities with vendors and ensure that their projects are delivered expediently and efficiently. Perform processes specific to Northern Trust for the vendor to expedite project requirements and compliancy. Manage and track team Disaster Recovery planning and execution. Main point of contact for Active Directory Group Ownership, Team Distribution Lists, Generic ID. Manage exception approvals, create justifications and business cases, asset baseline approvals. Responsible for prioritization of docket items as well as change approvals and resources onboarding. As an experienced functional area expert, provides leadership and problem solving to the team and partners at a high technical level. Identify areas for process improvement and carry out activities that are technically difficult to execute on those improvements. Works closely with management to identify and specify the complex business requirements. Engagement with project management on guidance for design decisions, resource allocation, and overcoming obstacles. High level operational execution and development of strategic direction of business function activities, support cross training opportunities, audit and maintain compliancy records. Conduct weekly meetings with internal and external support teams at an enterprise level. Oversee and track QBR (quarterly business reviews) with vendors and internal partners. Provide cross-functional perspective, liaison with the business to help improve efficiency, effectiveness and productivity. Responsible for dashboards, metrics, documentation review and updates. Ensure consistency of the model across all application clusters within the tower. Serve as escalation point for critical incidents. Maintain on-call schedule and contact list for department. Oversee and track best practices documentation; this includes internal and external partners supporting our systems. Reviews work of others and handles more extensive, high-profile work. Execute initiatives involving multiple disciplines and/or ambiguous issues. Responsible for direct interaction with different committees and/or management. Serve as back-up escalation for team and manager. Serves as an expert resource to the team. Other duties assigned by manager. Financial Responsibilities SOW and Contract engagement and processing. Invoice management. Provide monthly department financial analysis and trends against budget for capital and expense budget. Work with manager to provide financial analysis and planning: annual budget plan and reconciliation, periodic forecasting, long-term projections, monthly accounting updates, etc. Correlate large amounts of financial data into meaningful cross-functional business discussions. Experience: Demonstrates a working knowledge of telephony systems. Strong problem-solving skills and excellent communication and leadership skills. Requires excellent analytical ability, strong judgment and problem analysis techniques, an in-depth knowledge of the business unit's functions and applications, and a broad knowledge of industry trends. Strong communication and financial acumen. Proven experience as an IT Service Delivery Manager or similar role. Solid understanding of IT infrastructure and systems. Excellent project management skills and experience with Agile methodologies and Azure Dev Ops. Exceptional customer service skills with a focus on operational excellence. Ability to manage multiple tasks and priorities effectively. Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed. Energetic, motivated, service-oriented, ability to multitask. Strong interpersonal and teamwork skills. Bachelor?s degree in Computer Science, Information Technology, or a related degree and/or relevant proven work experience is preferred. Salary Range: $95,600 - 162,400 USD Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component. 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 [email protected]. 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. Looking for greater? You found it. A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we?ve been named one of the world?s most admired companies. Terms and Conditions Privacy Policy California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure ? North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), 1800-425-0333 (India), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information. APAC/INDIA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources? decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. Canada EEO STATEMENT Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. EMEA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources? decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. USA EEO STATEMENT It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)
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