Sr Associate, ITSM Service Delivery, Governance

185 Northern Operating Sols Pvt Ltd; Pune District; On-site; INR 1,000,000 - 1,700,000; Full time

Job summary

Northern Trust is seeking a Service Delivery/Availability Manager for its Pune office. You will govern the Service Level & Availability Management practice, ensure ITSM processes meet business needs and client SLAs, and provide comprehensive availability metrics and reporting across applications and infrastructure.

The role emphasizes continuous improvement and stakeholder collaboration. You will work within a technology-driven environment, aligning with best practices and driving improvements

Qualifications

• ITIL accreditation or equivalent required.
• Experience with ITIL processes (Incident/Problem/Change) and service availability controls.
• Ability to define, monitor, and improve end-to-end IT service availability and SLAs.
• Strong analytical mindset with ability to report on key metrics and drive improvements.

Responsibilities

• Define and deploy the Service Level & Availability Management practice.
• Ensure ITSM processes deliver required Availability and meet client SLAs.
• Provide availability KPIs, controls, and reporting for IT applications and infrastructure.
• Optimize availability to deliver cost-effective improvements.
• Reduce frequency/duration of major incidents impacting service levels.
• Create and maintain forward-looking Availability Plan with stakeholders.

Skills

ITIL

Process design

Analytics

Stakeholder management

Interpersonal skills

Automation awareness

Coaching/Leadership

Education

ITIL accreditation or Computer Science or equivalent

Tools

Service Availability In-Sight Portal

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.

Summary

Maintain the practices outlined in the Service Availability Framework, process, procedures and adjoining artefacts, controls and KPIs to ensure that delivery of services are properly assessed, monitored, and managed against key Technology targets and Business/Client SLA to meet committed deliverables. Manage the Service Availability In-Sight Portal controls, engaging stakeholders as necessary that are reflected accurately in the various slicers built. Maintain all Service Availability artefacts for sustained quality and socialisation.

Main Duties

• To help define and deploy the Service Level & Availability Management practice within the organisation and be accountable for execution and compliance of the practices defined across the IT organisation
• To ensure ITSM (Incident, Problem, Change) are designed to deliver the required levels of Availability required by the business and to meet Client SLAs
• To provide a range of IT Availability controls, KPIs, and reporting to ensure that agreed levels of Availability, reliability and maintainability are measured and monitored on an ongoing basis
• To optimise the Availability of the IT Application & Infrastructure to deliver cost effective improvements that deliver tangible benefits to the business and User
• To achieve over a period a reduction in the frequency and duration of SINCs (Major Incidents) that Impact on IT Availability and Client Service Levels
• To ensure shortfalls in IT Availability are recognised and appropriate corrective actions are identified and progressed
• To create and maintain a forward looking Availability Plan with stakeholders aimed at improving the overall Availability of IT Applications and Infrastructure components to ensure that existing and future Business Availability requirements can be met

Knowledge/ Technical Skills

• Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected RTOs
• To be responsible for ensuring the Service Level and Availability Management process, its associated techniques and methods are regularly reviewed and audited, and that all of these are subjected to continuous improvement and remain fit for purpose
• To be responsible for determining the Availability requirements from the business for new or enhanced IT Services
• Creation of Availability and recovery design criteria to be applied to new or enhanced Infrastructure design
• Ensure data defined and accessible in the Service Availability In-Sight Portal targets of Availability reflected accurately for IT Applications and Infrastructure with its components that underpin a new or enhanced IT Service as the basis for any Service Level agreements
• To be responsible for the establishment of key matrices and reporting that reflect business
• To be responsible for the monitoring of actual IT Availability achieved vs targets and to ensure shortfalls are addressed
• To promote Availability Management awareness and understanding within the Technology and Business organisation
• To maintain an awareness of technology advancements and IT best practice and tooling to automate, e.g. ITIL.

Experience

• ITIL accreditation or Computer Science or equivalent, or a related discipline.
• At least 6+ years of experience, as a Service Delivery specialist/member or an equivalent combination of education and work experience across the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration.
• to have a good understanding of the ITIL disciplines
• to have a tooling awareness and automation driven to maximise efficiency
• to have practical experience of defining process workflows
• to have practical experience of continuous improvement methods and techniques
• to have a good understanding of statistical and analytical principles and processes
• to possess good interpersonal skills for written, oral and face to face communications
• to possess skills in influencing and negotiation methods and techniques
• to have a analytical mindset, build and report on key metrices to baseline and seek improvements where necessary
• to have the ability to understand how the IT technology supports the business.

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.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe. Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more. 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. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), [phone] (Asia Pacific), 1800-425-0333 (India), [phone] (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

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, 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 or expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status.

EEO Know Your Rights (U.S.)

"EEO Know Your Rights (U.S.)"