ITSM Service Excellence Leader

Northern Trust
Chicago
Workplace: HybridFull timeUSD 137,400 - 240,400 annuallyFunction: Administration & Executive AssistanceExperience: 10+ yearsSkills: ["Communication","Analytical","Stakeholder management","Leadership"]

Seasoned ITSM leader and ITIL expert responsible for automating, optimizing, and maturing IT service management processes. Leads cross-functional, global teams to shift manual, compliance-heavy workflows to automated, data-driven operations, balancing run-the-bank stability with change-the-bank transformation and embedding automation into ITSM workflows and deployment pipelines.

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FursaFursa
Northern Trust
Northern Trust
5 months ago

ITSM Service Excellence Leader

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Last checked: 12 hours agoStatus: Live

Job Summary

Seasoned ITSM leader and ITIL expert responsible for automating, optimizing, and maturing IT service management processes. Leads cross-functional, global teams to shift manual, compliance-heavy workflows to automated, data-driven operations, balancing run-the-bank stability with change-the-bank transformation and embedding automation into ITSM workflows and deployment pipelines.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Interface with senior executives across the organization to drive strategic outcomes and day-to-day service delivery priorities to deliver operational excellence and enable risk reduction.
  • •Serve as the enterprise authority on ITIL-based processes and capabilities, ensuring processes are fit-for-purpose, scalable, and aligned to business risk.
  • •Lead continuous optimization of ITSM processes, reducing friction, manual effort, and cycle time while improving quality and compliance.
  • •Define and enforce clear process guardrails, decision frameworks, and risk-based controls across global teams.
  • •Partner with engineering, platform, and tooling teams to embed automation directly into ITSM workflows and deployment pipelines.

Pay and Benefits

Salary: USD 137,400 - 240,400 annually
Equity and Bonus:Equity
Perks:401kPensionHealth InsuranceDentalVisionAnnual BonusEquity

Key Requirements

  • •10+ years of IT Service Management experience, ideally within Banking or Financial Services.
  • •Deep, hands-on expertise in ITIL/ITSM, including governance, risk-based decisioning, and continuous improvement.
  • •Proven experience leading automation and optimization initiatives within ITSM environments.
  • •Strong understanding of ITIL, COBIT, ISO/IEC 20000, and regulated operating environments.
  • •Demonstrated ability to lead globally and influence outcomes without direct authority.
Experience:10+ yearsBankingFinancial ServicesITSM
Skills:CommunicationAnalyticalStakeholder managementLeadership
Certifications:ITIL CertificationAutomation certification
Tech Stack:ITILAIAutomationOrchestrationWorkflow automation

Company Brief

Northern Trust
Global financial services firm providing wealth management, asset servicing, asset management, and banking solutions to institutions, corporations, and affluent individuals, with a focus on custody, investment management, and technology-driven services.
Industry: Asset Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1889
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn