Sr Manager ITSM Service Delivery (Knowledge & Availability)

Northern Trust
Pune
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 15+ yearsEducation: bachelorsSkills: ["Governance","Stakeholder management","Communication","Influencing","Process improvement"]

Lead Northern Trust’s enterprise Knowledge Management and Availability Management capabilities, defining vision, strategy, governance, and continuous improvement for ITSM processes. Own associated processes, platforms, reporting, and outcomes aligned to ITIL and operational resilience goals. Drive roadmap and maturity plans, standardize and improve global practices, and monitor availability performance and service risks. Build KPI/OKR frameworks and executive dashboards using Power BI while championing AI, automation, and AIOps initiatives.

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FursaFursa
Northern Trust
Northern Trust
19 hours ago

Sr Manager ITSM Service Delivery (Knowledge & Availability)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead Northern Trust’s enterprise Knowledge Management and Availability Management capabilities, defining vision, strategy, governance, and continuous improvement for ITSM processes. Own associated processes, platforms, reporting, and outcomes aligned to ITIL and operational resilience goals. Drive roadmap and maturity plans, standardize and improve global practices, and monitor availability performance and service risks. Build KPI/OKR frameworks and executive dashboards using Power BI while championing AI, automation, and AIOps initiatives.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and maintain the roadmap, governance model, and maturity plan for Knowledge Management and Availability Management.
  • •Serve as functional owner for ITSM processes, policies, standards, controls, and associated business outcomes aligned to ITIL and objectives.
  • •Govern knowledge and availability lifecycles: improve knowledge accuracy/relevance/searchability and define availability objectives, KPIs, and resilience requirements.
  • •Establish KPI/OKR frameworks and deliver executive dashboards and governance reporting using Power BI and analytics tools.
  • •Identify opportunities to modernize and automate ITSM capabilities using AI/GenAI, Power Platform, AIOps, and workflow automation; lead governance forums and escalation for performance issues.

Key Requirements

  • •Bachelor’s degree in Information Technology, Engineering, Computer Science, Business, or a related field.
  • •15+ years of experience in IT Service Management, Service Delivery, Operations, Governance, or Product Management.
  • •Strong expertise in Knowledge Management, Availability Management, and ITIL practices.
  • •Experience defining KPIs, OKRs, governance frameworks, and executive reporting.
  • •Proven ability to lead cross-functional transformation and improvement initiatives with excellent stakeholder management and influencing skills.
Experience:15+ yearsIT Service ManagementITSMEnterprise ITOperational resilienceITILEnterprise governance
Education:Bachelor's
Skills:GovernanceStakeholder managementCommunicationInfluencingProcess improvement
Certifications:ITIL v4ServiceNow
Tech Stack:ServiceNowITSMITIL v4Power BIPower QueryDAXPower AutomatePower AppsMicrosoft CopilotAIGenAIAIOpsObservabilityWorkflow 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