Mainframe Services Delivery Manager

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.

Title : Mainframe Services Delivery Manager  (Individual Contributor)

Description - External 

Mainframe Services Delivery Manager 

Technology is seeking a results-driven, self-directed individual to join Northern Trust as a Manager for the IBM Mainframe environment. This individual will be responsible for working with the Engineering Leads and the Managed Service Provider (MSP) in providing L1.5/L2/L3 escalation support, improving upon the current processes to precipitate better and faster support of mainframe services. The role will include ensuring that the MSP meets all established SLAs/KPIs, participating on critical SWAT calls to speed resolution and learn the business, creating reports in Service Now, performing trend analysis toward alert improvements and/or issue resolution, and driving the MSP root cause analysis process to meet reporting goals. We are seeking a candidate who has leadership potential, is passionate about his / her role and has good general technical understanding to lend to excellence in the Mainframe space. 

This position is a liaison between engineering team and Managed Service Provider overseeing the Operations of the Mainframe infrastructure environment. Tasks include: 

• Providing excellent, customer centric service

• Approving quality infrastructure changes: changes that are formed correctly, completed without change violations and errors and causing no production outages

• Ensuring incident, problem, vulnerability, request, change ticket SLAs are met using ServiceNow

• Driving SWAT issues without needing the engineering team assistance in timely manner – e.g., taking charge, drive decisions, and demonstrating take charge / excellent comm skills

• Following up on all tickets breaching SLA to work consistently on vendor accuracy, speed, and customer service experience

• Meeting with MSP management bi-weekly to drive performance – which entails tracking ticket statistics and trends

• Working with management from other teams to ensure that multi-tower research rapidly moves forward 

• Completing audit requests for data for Enterprise Middleware Services and Performance and Analytics teams

• Ensuring timely patches and fixes are applied 

• Motivating the team toward automation creations and process improvements

• Working well with a global team, leadership/management, other technical and business teams 

Responsibilities  

• Risk management – ensuring proper coverage / resources throughout shifts with appropriate numbers and levels of resources

• Leadership of SWAT calls, direction of research, response to questions / reporting during / after the event

• Ensuring that documentation for major SINCs is created, reviewed, acceptable for executive audiences

• Driving the MSP toward successful DR capability 

• Ensuring that the MSP performs capacity management and forecasting 

• Ensuring that the MSP performs configuration management

• Driving the MSP toward root cause analysis with other towers