Senior Lead, Service Delivery - IT Service Desk

Northern Trust
Pune
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Service delivery leadership","Stakeholder management","Communication","Data-driven decision-making","Continuous improvement"]

Lead day-to-day IT Service Desk operations, ensuring reliable, high-quality support for internal employees and contractors. Own SLA/KPI performance, serve as the primary escalation point for critical issues, and participate in Incident, Problem, Change, and Major Incident Management. Drive continuous improvement through automation, self-service, knowledge management, and AI-enabled support to reduce demand and improve user experience. Partner with technology teams to enable readiness for new services and improve reporting to leadership.

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FursaFursa
Northern Trust
Northern Trust
4 days ago

Senior Lead, Service Delivery - IT Service Desk

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead day-to-day IT Service Desk operations, ensuring reliable, high-quality support for internal employees and contractors. Own SLA/KPI performance, serve as the primary escalation point for critical issues, and participate in Incident, Problem, Change, and Major Incident Management. Drive continuous improvement through automation, self-service, knowledge management, and AI-enabled support to reduce demand and improve user experience. Partner with technology teams to enable readiness for new services and improve reporting to leadership.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and manage global IT Service Desk operations to deliver high-quality support and positive user experiences.
  • •Manage and continuously improve SLAs, KPIs, and experience-based metrics to drive service quality and accountability.
  • •Serve as the primary escalation point for critical operational issues, major incidents, and executive-level support needs.
  • •Lead Incident, Problem, Change, and Critical Incident Management activities related to IT Service Desk operations.
  • •Drive continuous improvement through automation, self-service, knowledge management, workflow optimization, and operational insights/reporting to leadership.

Key Requirements

  • •10+ years of experience in technology operations, including leadership of IT Service Desk, End User Services, or Help Desk functions.
  • •Strong knowledge of ITSM practices including Incident, Problem, Change, Request, and Major Incident Management.
  • •Experience driving automation, self-service, or service improvement initiatives that measurably reduce contact volume, manual effort, or support costs.
  • •Strong understanding of Microsoft enterprise technologies including Microsoft 365, Intune, Entra ID, ServiceNow, Copilot, VDI/Citrix, and Windows 365.
  • •Experience using operational data and service insights to identify automation and improved user-experience opportunities.
Experience:ITSMService deskEnd user services
Skills:Service delivery leadershipStakeholder managementCommunicationData-driven decision-makingContinuous improvement
Tech Stack:ITSMIncident ManagementProblem ManagementChange ManagementRequest ManagementMajor Incident ManagementAutomationSelf-serviceAI-enabled supportKnowledge managementCisco CUICVerintAvayaMicrosoft 365IntuneEntra IDServiceNowCopilotVDI/CitrixWindows 365

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