Sr Manager ITSM Service Delivery (Knowledge & Availability)

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.

Position Summary

The Product & Functional Lead for Knowledge Management and Availability Management is responsible for defining the vision, strategy, governance, adoption, and continuous improvement of these enterprise ITSM capabilities.

This role serves as the functional owner for the associated processes, platforms, reporting, and business outcomes, ensuring alignment with ITIL best practices, organizational objectives, and operational resilience goals. The position drives service excellence through robust governance, measurable KPIs and OKRs, data-driven decision making, and modern capabilities including AI, automation, predictive analytics, and self-service enablement

Key Responsibilities

Product Strategy & Functional Ownership

• Define and maintain the roadmap, governance model, and maturity plan for Knowledge Management and Availability Management.
• Act as the functional owner for associated processes, capabilities, policies, standards, and controls.
• Ensure alignment with ITIL practices, compliance requirements, audit expectations, and business objectives.
• Drive process standardization, adoption, effectiveness, and continual service improvement across global technology teams.
• Partner with business and technology stakeholders to prioritize enhancements and improvements.

Knowledge Management

• Govern the enterprise Knowledge Management framework and lifecycle.
• Ensure knowledge assets remain accurate, relevant, searchable, and fit for purpose.
• Drive knowledge reuse, self-service adoption, and operational efficiency.
• Leverage AI capabilities to improve knowledge creation, summarization, search, recommendations, and content quality.
• Establish measurable outcomes for knowledge effectiveness, quality, ownership, and user adoption.

Availability Management

• Define service availability objectives, standards, KPIs, and resilience requirements.
• Monitor availability performance, recurring outages, reliability trends, and service risks.
• Partner with Infrastructure, Cloud, Network, Platform, and Application teams to improve service resilience.
• Utilize predictive analytics and operational intelligence to proactively identify availability risks and service degradation.
• Support business continuity, disaster recovery, and operational readiness initiatives.

Performance Management & Reporting

• Establish KPI and OKR frameworks aligned to strategic and operational objectives.
• Develop executive dashboards and governance reporting using Power BI and analytics tools.
• Provide transparent reporting on process health, service performance, risks, compliance, and improvement initiatives.
• Measure and communicate business value realized through process optimization, automation, and AI adoption.
• Drive evidence-based decision making through meaningful operational insights.

Innovation, Automation & Analytics

• Identify opportunities to simplify, automate, and modernize ITSM capabilities.
• Champion the adoption of AI, GenAI, Power Platform, AIOps, and workflow automation solutions.
• Drive automation of operational activities, reporting, process controls, and knowledge lifecycle management.
• Promote responsible AI governance and effective use of emerging technologies.
• Collaborate with Engineering, Architecture, Data, and Service Management teams to accelerate innovation and improve user experience.

Stakeholder Management

• Build strong partnerships across Technology, Operations, Risk, Compliance, and Business teams.
• Lead governance forums, service reviews, and stakeholder engagement activities.
• Drive organizational awareness, training, and adoption of process standards and capabilities.
• Serve as the primary escalation point for functional governance and performance issues.

Qualifications & Experience

Required

• Bachelor's degree in Information Technology, Engineering, Computer Science, Business, or related discipline.
• 15+ years of experience in IT Service Management, Service Delivery, Operations, Governance, or Product Management.
• Strong expertise in Knowledge Management, Availability Management, and ITIL practices.
• Experience defining KPIs, OKRs, governance frameworks, and executive reporting.
• Proven ability to lead cross-functional transformation and improvement initiatives.
• Excellent stakeholder management, communication, and influencing skills.

Preferred

• ITIL v4 certification.
• ServiceNow certification and administration knowledge.
• Knowledge-Cantered Service (KCS) experience.
• Experience implementing AI, automation, analytics, or AIOps capabilities within enterprise IT environments.

Technical Skills

• ServiceNow and ITSM Platforms
• Power BI, Power Query, DAX
• Power Automate and Power Apps
• Data Analytics & Dashboard Development
• Microsoft Copilot and AI Technologies
• Workflow Automation Platforms
• AIOps & Observability Solutions
• Service Reporting and Performance Analytics

Success Measures

• Improved maturity and adoption of Knowledge Management and Availability Management practices.
• Increased self-service utilization and knowledge reuse.
• Improved service availability, resilience, and operational performance.
• Enhanced transparency through KPI, OKR, and executive reporting.
• Successful adoption of AI and automation capabilities delivering measurable business value.
• Strong governance, compliance, and stakeholder satisfaction outcomes

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 MyHRHelp@ntrs.com, 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.