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.
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