Cloud Service 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.

We’re looking for a Cloud Service Delivery Manager is part Cloud Center of Excellence professionals to ensure that the product-driven solutions and services meet and evolve with their needs and align with Enterprise Architecture’s strategy. CSDM’s possess knowledge of the public cloud environments, industry best practices, current and future solutions and work closely with an extended network of Public Cloud enablement professionals in Product Management, Research and Development, Technical Support, Enterprise External Cloud Product and Professional Services in support of their customers. This individual will manage processes for effective measurement and reporting of our Cloud Internal Customer Experience and are responsible for ensuring that our Business Partners and Products can achieve their desired business outcomes from Public Cloud solutions.

As a CSDM you will:

• Collaborate with internal stakeholders to understand their cloud service requirements and expectations
• Act as the Point of contact within the Cloud Business Office for KPI/OKR data and Product realization measurement to ensure optimal value assurance in the customer experience and business outcomes.
• Provides a white glove service by establishing strong, long-lasting internal customer relationships built on trust and transparency.
• Track, support and help escalate timely delivery of customer ecosystems by effectively assisting in standard measurement of delivery projects.
• Validates and confirms customer and executive requirements and prerequisites for cloud services are incorporated into Product Roadmaps and measure for effectiveness in Cloud DevOps support feedback.
• Maintains an understanding of compliance requirements, standards, guidance, and interpretations and/or best practices.
• Assists in management and metrics for new Public Cloud engagements, Product Development and Business Outcome models.
• Assists in building template or appropriate project delivery timelines with regular reporting cadence and terminology per audience.
• Accountable for internal and external Service Level Agreements, including identification and inclusion of operating model requirements.
• Manages a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.
• Conducts monthly operating review and regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.

• Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with Product Managers and Cloud Center of Excellence Leadership.
• Provides expertise and may be certified in Public Cloud technologies to effectively measure and manage service delivery and support.
• Applies critical thinking on service management issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
• Accountable for contractual budget management, ensuring balanced funding and value assurance equity.
• Work closely with cross-functional teams to gather data and evidence supporting audits/implement adjustments to maintain compliance
• Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement and to inform renewal contracts.
• Identifies and implements process improvements based on a data driven approach.
• Communicates with internal stakeholders creating awareness and visibility into issues impacting customer and public cloud operational health.

Required qualifications

• US Citizenship required
• Bachelor’s degree in Computer Science or a related quantitative field.
• At least 8+ years of service account management, customer success management, consulting, or related role experience.
• Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
• Facilitates complex meetings with a broad range of customers, internal teams, and/or industry perso