ITSM Service Excellence Leader

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 asenior ITSM leader and ITIL expert to lead theautomation, 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 toautomated, data-driven, and resilient ITSM operations within ahigh-volume and time-critical environment.

This is a highly visible leadership role balancing“run-the-bank” stability with“change-the-bank” transformation, operating within adynamic, 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 todrive strategic outcomes and day-to-day service delivery priorities, deliveringoperational excellence while enablingrisk reduction in adeadline-sensitive delivery model.
• Serve as theenterprise authority on ITIL-based processes, ensuring they arescalable, risk-aligned, and fit-for-purpose within acomplex, high-throughput operational environment.
• Lead continuous optimization of ITSM processes, reducing friction, manual effort, and cycle time while improving quality, compliance, anddelivery at pace and scale.
• Define and enforceclear process guardrails, decision frameworks, and risk-based controls, balancingspeed with strong governance and control adherence.
• Manage priorities across amulti-threaded, high-demand environment, ensuring effective execution amid competing priorities and tight timelines.

Automation & Intelligent Enablement

• Drive anautomation-first strategy for ITSM practices, leveragingAI, orchestration, and workflow automation to:
  • Reduce human dependency and error
  • Increase standardization and predictability
  • Enablesafe, fast, and repeatable execution in acontinuous delivery and improvement environment
• Partner with engineering, platform, and tooling teams to embed automation directly into ITSM workflows and deployment pipelines, supportingaccelerated delivery cycles with appropriate governance controls.
• Identify and retire low-value manual controls, replacing them withpreventative and detective automated controls aligned tohigh-volume change and release ecosystems.

Metrics, Insights & Value Realization

• Define and operationalizeKPIs, KRIs, and experience metrics that measure effectiveness, risk reduction, and business value in adelivery-focused organization.
• Sponsor dashboard creation and automated reporting to providereal-time visibility into performance, compliance, and operational trends.
• Use data-driven insights to continuously refine process design while supportingrapidly evolving priorities and delivery demands.

Collaboration & Influence

• Act as atrusted advisor to technology, risk, audit, and business stakeholders within adynamic and evolving workload environment.
• Facilitate global forums, workshops, and working groups to drivealignment, adoption, and continuous improvement.
• Mentor and develop ITSM practitioners, elevatingprocess maturity, automation capability, and execution discipline across the organization.

Who You Are:

You are aleader with a passion for ITSM modernization and ITIL practitioner with a drive forprocess excellence, intelligent automation, and scalable governance. You bring strong judgment, a systems-thinking mindset, and the ability to translate ITIL principles intomodern, execution-oriented operating models.

You thrive inhigh-performance, deadline-driven environments and are comfortable:

• Navigatingrapidly shifting priorities and competing demands
• Maintainingquality and control in time-sensitive, high-volume operations
• Demonstratingagility in complex, evolving environments
• Deliveringmeasurable outcomes at pace and scale

Qualifications

• 10+ years of IT Service Management experience, ideally within Banking or Financial Services.
• Deep, hands-on expertise inITIL/ITSM, including governance, risk-based decisioning, and continuous improvement.
• Proven experience leadingautomation and optimization initiatives withinfast-moving ITSM and release cadences.
• Strong understanding ofITIL, 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

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa) 

Salary Range:

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.

Work Authorization

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

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 atMyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.