Sr Associate, ITSM Service Delivery, Governance

Northern Trust
Pune
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 6+ yearsEducation: certificationSkills: ["Interpersonal skills","Communication","Influencing","Negotiation","Analytical mindset"]

Own the Service Level & Availability Management practice to ensure IT services are assessed, monitored, and delivered against Technology targets and Business/Client SLAs. Manage Service Availability In-Sight Portal controls and maintain service availability artefacts. Drive ITSM (incident, problem, change) design for availability, reliability, and maintainability, using KPIs, reporting, and corrective actions to reduce major incident frequency and improve uptime through an availability roadmap.

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FursaFursa
Northern Trust
Northern Trust
3 days ago

Sr Associate, ITSM Service Delivery, Governance

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Last checked: 9 hours agoStatus: Live

Job Summary

Own the Service Level & Availability Management practice to ensure IT services are assessed, monitored, and delivered against Technology targets and Business/Client SLAs. Manage Service Availability In-Sight Portal controls and maintain service availability artefacts. Drive ITSM (incident, problem, change) design for availability, reliability, and maintainability, using KPIs, reporting, and corrective actions to reduce major incident frequency and improve uptime through an availability roadmap.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Maintain Service Level & Availability Management practices, controls, artefacts, and KPIs to ensure service delivery is assessed, monitored, and managed against Technology targets and Business/Client SLAs.
  • •Manage Service Availability In-Sight Portal controls and ensure they are accurately reflected in slicers for ongoing governance.
  • •Help define and deploy Service Level & Availability Management practice across the IT organization, ensuring execution and compliance.
  • •Ensure ITSM (Incident, Problem, Change) is designed to deliver required availability and meet Client SLAs, including ongoing monitoring of actual availability vs targets and corrective actions for shortfalls.
  • •Optimize availability of IT applications and infrastructure through an availability plan and continuous improvement, targeting reduced Major Incident frequency/duration impacted on availability and client service levels.

Key Requirements

  • •ITIL accreditation or a Computer Science (or equivalent) background, with 6+ years of experience as a service delivery specialist/member across ITIL capabilities (including incident, problem, change, release, capacity, and configuration).
  • •Strong understanding of ITIL disciplines and how they apply to service delivery and governance.
  • •Practical experience defining process workflows and applying continuous improvement methods and techniques.
  • •Ability to understand and meet availability requirements for new or enhanced IT services, including recovery/availability design criteria.
  • •Tooling awareness for automation and reporting, including ServiceNow/CMDB data extraction and dashboarding.
Experience:6+ yearsIT service managementITIL
Education:Certification / Diploma in Computer Science
Skills:Interpersonal skillsCommunicationInfluencingNegotiationAnalytical mindset
Certifications:ITIL
Tech Stack:ITSMITILIncidentProblemChangeService Availability In-Sight PortalServiceNowCMDBExcelPowerBIPPTMiroSQLConfluenceSharepointMicrosoft TeamsMicrosoft Office

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