Principal, Service Delivery Implementation

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

Responsible for managing a Services Delivery group for North America and monitor EMEA and APAC work. Manages overall Supplier/Supplier/Vendor relationship and performance across technology. Ensure achievement of objectives at a tower and functional level. Conducts performance management and career development processes, and staffing and disciplinary actions.

Key Responsibilities:

• Service Delivery Oversight:  Ensure services are delivered within agreed-upon SLAs and quality standards.
• Process Improvement: Analyze existing service delivery processes, identify areas for improvement, and implement solutions to optimize efficiency, reduce incidents, and enhance stakeholder satisfaction.
• Project Management: Lead and manage IT service-related projects, ensuring on-time and on-budget delivery. Collaborate with stakeholders to define scope, timelines and resource requirements
• Incident and Problem Management: Proactively lead the resolution of major incidents, coordinate with resolution teams, and drive root cause analysis to prevent recurrence.
• Vendor Management: Collaborate with third-party vendors to ensure service quality, contract adherence, and effective integration with internal systems.
• Stakeholder Communication: Build and maintain relationships with customers and stakeholders, communicate project progress, service updates, and address escalations.
• Performance Reporting: Develop and track key performance indicators (KPIs) to measure IT service delivery success, identify trends, and report to management.
• Team Development: Mentor, coach, and develop a team of IT service delivery professionals, promoting a culture of customer focus and continuous learning.
• Monitor coordination between teams (Functional/ Tower/ Geographies/ Others). Resolve team members’ issues with internal or external stakeholders and escalate as necessary.
• Establish and maintain strategic focus on globalization initiatives and activities for achieving organizational and business objectives, in close coordination with Northern Trust’s Executive management. Develop globalization management capabilities.
• Ensure required process synergies/ integration between Applications, Infrastructure, Testing, and Helpdesk.
• Monitor Supplier/Vendor services and performance vs target. Track and review reports to be submitted by Supplier/Vendors and ensure adherence to requirement and timeline.
• Facilitate and guide achievement of NT’s cost saving target from managed services initiative.
• Ensure institutionalization of services, guidelines and processes.
• Work with Financial Manager on invoicing processes and issues; work with Performance & Risk Manager on service levels management, risk management issues and initiatives.
• In charge of reporting & MIS – governance dashboard.
• Work closely with Procurement Category Manager on supplier and sourcing activities by working on issue resolution activities such as receiving, recording, and reviewing reported issues (priority, resolution date, owner, etc.). Identify relevant stakeholders /roles to be involved in issue resolution. Resolve issue at appropriate level as applicable and escalate issue as required, based on impact and urgency. Track and report until closure.
• Coordinate and schedule Steering Committee and Executive Council meetings and prepare and present reports for those meetings.
• Facilitate process audit pertaining to delivery and quality of service, as agreed. Ensure customer satisfaction initiatives are met.
• Support periodic internal communication on outsourcing initiatives and performance, as appropriate and support and participate actively in demand forecasting and planning.
• Seasoned multi-disciplinary expert with extensive technical and/or business knowledge and functional expertise.
• Makes staffing decisions, manages expenses and salary review process for the division
• Provides leadership and guidance to staff, fostering an environment that encourages employee participation, teamwork, and communication.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field
• 10 years of experience wi