Cloud Operations & Service Delivery Lead

Northern Trust; Chicago (IL); On-site; USD 137,000 - 234,000; Full time

Job summary

Northern Trust seeks a Cloud Service Delivery Manager to oversee the delivery, reliability, and continuous improvement of enterprise cloud services across public, private, and hybrid environments. You will liaison with Cloud Operations, Engineering, Architecture, Security, and business stakeholders to ensure SLAs, SLOs, and governance standards are met.

You will drive incident/problem/change management, capacity planning, and vendor management while promoting automation, resiliency, and customer

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 8+ years of experience in IT Operations, Infrastructure Services, Cloud Operations, or Service Delivery.
• 3+ years of leadership experience managing cloud operations, service delivery, or infrastructure teams.
• Strong knowledge of public cloud platforms including Microsoft Azure, AWS, and/or Google Cloud Platform.
• Experience managing enterprise-scale cloud environments in highly regulated organizations.
• Deep understanding of ITIL service management principles and operational processes.
• Experience with incident, problem, change, and release management.
• Strong understanding of cloud infrastructure, networking, security, resiliency, and disaster recovery.
• Proven ability to lead cross-functional teams during major incidents and operational events.
• Exceptional communication, stakeholder management, and executive presentation skills.

Responsibilities

• Own end-to-end delivery and operational performance of cloud infrastructure and platform services.
• Ensure services meet or exceed defined SLAs, SLOs, availability targets, and customer expectations.
• Lead operational governance reviews and service performance reporting with senior leadership.
• Monitor service health, capacity, utilization, and operational risks across cloud environments.
• Establish and maintain operational runbooks, service documentation, and support processes.
• Drive continuous improvement initiatives focused on stability, automation, resiliency, and operational efficiency.
• Lead root cause analysis efforts and ensure corrective actions are implemented for major incidents.
• Develop and track key operational metrics and KPIs.
• Champion Site Reliability Engineering (SRE) and DevOps practices to improve platform reliability.
• Identify opportunities to reduce technical debt and improve service quality.
• Serve as the escalation point for major incidents and service disruptions.
• Coordinate cross-functional teams during critical issue resolution activities.
• Lead problem management processes to identify recurring issues and implement permanent fixes.
• Ensure effective change management practices minimize operational risk and service disruption.
• Facilitate post-incident reviews and executive communications.
• Act as the primary interface between Cloud Operations and internal business stakeholders.
• Build strong partnerships with Engineering, Security, Architecture, Risk, Compliance, and Application teams.
• Present service performance, risk assessments, and improvement plans to executive leadership.
• Manage stakeholder expectations and ensure alignment between service delivery and business objectives.
• Ensure cloud services operate in accordance with enterprise governance, security, compliance, and regulatory requirements.
• Support audit activities and risk management initiatives.
• Monitor operational controls and remediation activities.
• Drive adherence to cloud operational standards, policies, and best practices.
• Partner with cloud engineering and finance teams to optimize cloud operating costs.
• Monitor cloud consumption trends and support chargeback/showback initiatives.
• Manage relationships with cloud service providers and strategic vendors.
• Participate in contract reviews, service evaluations, and vendor performance assessments.
• Lead and mentor cloud operations personnel and service management teams.
• Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
• Support workforce planning, talent development, and succession planning.
• Promote automation-first and cloud-native operational practices.

Skills

Cloud Operations

Leadership

ITIL

Stakeholder Management

Incident Management

Release Management

Public Clouds

Automation

Education

Bachelor's degree

Tools

Datadog

Splunk

Dynatrace

AppDynamics

Azure Monitor

Terraform

Job description

Northern Trust seeks a Cloud Service Delivery Manager to oversee the delivery, reliability, and continuous improvement of enterprise cloud services across public, private, and hybrid environments. You will liaison with Cloud Operations, Engineering, Architecture, Security, and business stakeholders to ensure SLAs, SLOs, and governance standards are met.

You will drive incident/problem/change management, capacity planning, and vendor management while promoting automation, resiliency, and customer