ITSM Service Excellence Leader

086 NT Mgmt Services Ireland Ltd; Limerick; On-site; EUR 120,000 - 170,000; Full time

Job summary

Northern Trust is a global financial services company headquartered in Ireland that seeks a senior ITSM leader to transform IT Service Management across a high-volume, time-sensitive environment. The role emphasizes ITIL-based governance, automation, and continuous improvement while balancing stability with change initiatives in a matrixed, global technology setting.

The successful candidate will drive an automation-first strategy, partner with engineering and risk stakeholders, and define

Qualifications

• 10+ years IT Service Management experience (ideally in Banking/Financial Services).
• Deep ITIL/ITSM expertise including governance, risk-based decisioning, and continuous improvement.
• Experience leading automation and optimization initiatives within fast-moving ITSM and release cadences.

Responsibilities

• Lead ITSM process optimization and governance with executive interface.
• Drive automation-first ITSM strategy with AI, orchestration, and workflow automation.
• Define KPIs, KRIs, and dashboards to measure performance, risk reduction, and business value.
• Mentor ITSM practitioners and drive global collaboration across teams.

Skills

ITSM leadership

ITIL expert

Automation

Stakeholder management

Global influence

Job description

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Northern Trust is seeking a senior ITSM leader and ITIL expert to lead the automation, optimization, and maturation of IT Service Management function. This role is accountable for transforming how IT services are governed, executed, and continuously improved—shifting from manual, compliance-heavy processes to automated, data-driven, and resilient ITSM operations within a high-volume and time-critical environment. This is a highly visible leadership role balancing "run-the-bank" stability with "change-the-bank" transformation, operating within a dynamic, high-velocity operating model that requires strong ITIL judgment, deep automation expertise, and the ability to influence in a matrixed environment across global technology teams.

What You’ll Do

ITSM Process Leadership & Optimization

Interface with senior executives across the organization to drive strategic outcomes and day-to-day service delivery priorities, delivering operational excellence while enabling risk reduction in a deadline-sensitive delivery model. Serve as the enterprise authority on ITIL-based processes, ensuring they are scalable, risk-aligned, and fit-for-purpose within a complex, high-throughput operational environment. Lead continuous optimization of ITSM processes, reducing friction, manual effort, and cycle time while improving quality, compliance, and delivery at pace and scale. Define and enforce clear process guardrails, decision frameworks, and risk-based controls, balancing speed with strong governance and control adherence. Manage priorities across a multi-threaded, high-demand environment, ensuring effective execution amid competing priorities and tight timelines.

Automation & Intelligent Enablement

Drive an automation-first strategy for ITSM practices, leveraging AI, orchestration, and workflow automation to: Reduce human dependency and error Increase standardization and predictability Enable safe, fast, and repeatable execution in a continuous delivery and improvement environment. Partner with engineering, platform, and tooling teams to embed automation directly into ITSM workflows and deployment pipelines, supporting accelerated delivery cycles with appropriate governance controls. Identify and retire low-value manual controls, replacing them with preventative and detective automated controls aligned to high-volume change and release ecosystems.

Metrics, Insights & Value Realization

Define and operationalize KPIs, KRIs, and experience metrics that measure effectiveness, risk reduction, and business value in a delivery-focused organization. Sponsor dashboard creation and automated reporting to provide real-time visibility into performance, compliance, and operational trends. Use data-driven insights to continuously refine process design while supporting rapidly evolving priorities and delivery demands.

Collaboration & Influence

Act as a trusted advisor to technology, risk, audit, and business stakeholders within a dynamic and evolving workload environment. Facilitate global forums, workshops, and working groups to drive alignment, adoption, and continuous improvement. Mentor and develop ITSM practitioners, elevating process maturity, automation capability, and execution discipline across the organization.

Who You Are

You are a leader with a passion for ITSM modernization and ITIL practitioner with a drive for process excellence, intelligent automation, and scalable governance. You bring strong judgment, a systems-thinking mindset, and the ability to translate ITIL principles into modern, execution-oriented operating models. You thrive in high-performance, deadline-driven environments and are comfortable: Navigating rapidly shifting priorities and competing demands Maintaining quality and control in time-sensitive, high-volume operations Demonstrating agility in complex, evolving environments Delivering measurable outcomes at pace and scale.

Qualifications

• 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 fast-moving ITSM and release cadences.
• Strong understanding of ITIL, COBIT, ISO/IEC 20000, and regulated operating environments.
• Demonstrated ability to lead globally and influence outcomes without direct authority.
• Excellent communication, analytical, and stakeholder management skills.

Preferred Certifications

• ITIL Certification (Intermediate or higher strongly preferred)
• Automation, AI/ML, or RPA-related certifications

Work Authorization

Applicants must have the right to work in Ireland at the time of application and for the duration of employment. Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

Looking for greater? You found it.

A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we’ve been named one of the world’s most admired companies.

Terms and Conditions

Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.

APAC/INDIA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

Canada EEO STATEMENT

Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

EMEA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

USA EEO STATEMENT

It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)