Sr. Lead - Service Delivery - Observability & DevOps Platforms

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 : Sr. Lead - Service Delivery - Observability & DevOps Platforms

We are seeking an experienced and highly motivated Service Delivery Sr, Lead to lead the operational governance, service delivery, risk management, customer engagement, and continuous improvement of enterprise Observability and Developer Platform services.

This role serves as the critical bridge between Engineering, Operations Support, Infrastructure Teams, Application Teams, Security, Vendors, and Business Stakeholders , ensuring reliable, secure, scalable, and compliant delivery of strategic platform services.

The Service Delivery Manager will be accountable for the operational success, service quality, risk posture, vendor management, capacity planning, and modernization initiatives supporting enterprise observability solutions, event management platforms, and software delivery toolchains.

The ideal candidate will possess extensive experience operating within large-scale, highly regulated environments such as Financial Services, Manufacturing, Healthcare, or similarly compliance-driven organizations.

Scope of Responsibility

Observability & Monitoring Platforms

Dynatrace

Elastic / ELK

Azure Log Analytics

SCOM (Microsoft System Center Operations Manager)

ServiceNow Event Management

Enterprise Alerting Platforms

Developer Platforms & Productivity Tools

GitHub Enterprise

GitHub Actions & GitHub Runners

Azure DevOps

Sonatype Nexus Repository

CI/CD Platforms

Enterprise Desktop Software & Developer Tooling

Key Responsibilities

Service Delivery & Operational Leadership

Own end-to-end service delivery for Observability, Monitoring, Event Management, and Developer Tooling platforms.

Ensure operational excellence and stability of services supporting critical enterprise workloads.

Maintain high-performing operational support functions for global "Run the Business" activities.

Establish and monitor service level objectives , KPIs, SLAs, OLAs, and operational scorecards.

Drive service maturity, operational effectiveness, and customer satisfaction across supported platforms.

Ensure operational procedures, governance controls, and service management processes are consistently followed.

Engineering & Operations Partnership

Act as the primary liaison between Engineering Teams, Infrastructure Teams, Operations Support, Security, Vendors, and Application Owners.

Facilitate seamless transition of projects, upgrades, and new capabilities into production support.

Drive alignment between strategic engineering initiatives and operational support requirements.

Ensure operational readiness reviews are conducted prior to production releases.

Champion supportability, observability, resiliency, and operational excellence during platform modernization initiatives.

Major Incident & Escalation Management

Own and lead enterprise-wide major incident management processes.

Serve as the escalation owner during high-priority incidents affecting production services.

Coordinate engineering, infrastructure, support, vendor, and business stakeholders during service disruptions.

Ensure effective executive communication throughout incident lifecycles.

Lead post-incident reviews, Root Cause Analysis (RCA), and corrective action planning.

Drive permanent resolution of recurring operational issues through Problem Management practices.

Risk, Compliance & Governance

Ensure compliance with enterprise security, regulatory, and operational standards.

Identify , assess, track, and mitigate operational risks across services.

Support internal audits, regulatory examinations, compliance reviews, and risk assessments.

Maintain service governance frameworks, controls documentation, and operational procedures.

Partner closely with Risk, Security, Compliance, and Audit organizations to address findings and remediation activities.

Ensure service delivery aligns with organizational governance requirements and regulatory obligations.

Capacity, Availability & Performance Management

Own capacity planning processes for observability and platform services.

Ensure future demand from business growth, projects, and modernization initiatives is incorporated into capacity plans.

Monitor platform utilization , service performance, and infrastructure health.

Develop forecasting models and operational dashboards to support strategic planning.

Drive continuous optimization of availability, performance, scalability, and cost efficiency.

Vendor & Third-Party Management

Manage strategic relationships with vendors and service providers including Microsoft, Dynatrace, Elastic, GitHub, Sonatype , and managed service partners.

Conduct service review meetings covering:

Service Performance

Risk & Compliance

Security

Financial Management

Continuous Improvement

SLA Adherence

Ensure vendors meet contractual obligations and agreed service levels.

Manage vendor escalations, service improvement plans, and remediation programs.

Evaluate vendor performance from both operational and financial perspectives.

Service Improvement & Platform Modernization

Identify opportunities to improve service reliability, efficiency, usability, and customer experience.

Lead service improvement programs across monitoring, alerting, event management, and CI/CD ecosystems.

Drive adoption of automation, self-service capabilities, observability best practices, and platform engineering principles.

Develop and execute Service Improvement Plans (SIPs).

Ensure actions are tracked through completion with measurable business outcomes.

Promote automation-first and reliability engineering approaches throughout service operations.

Reporting & Executive Communications

Provide regular and accurate service performance reporting to leadership.

Deliver executive dashboards covering:

Availability

Reliability

Capacity

Risk

Compliance

Customer Satisfaction

Operational Trends

Present service health reviews to senior leadership and governance forums.

Communicate service impacts, operational risks, and strategic recommendations to stakeholders.

Required Qualifications

Bachelor's Degree in Computer Science , Information Technology, Engineering, or related discipline.

12+ years of experience in IT Infrastructure Operations, Service Delivery, Platform Operations, Engineering Operations, or Production Support.

Extensive experience in highly regulated enterprise environments.

Proven experience managing enterprise observability and monitoring ecosystems.

Strong understanding of:

Dynatrace

SCOM

Elastic / ELK

Azure Log Analytics

ServiceNow Event Management

GitHub Enterprise

Azure DevOps

Nexus Repository Manager

Strong understanding of ITIL disciplines including:

Incident Management

Problem Management

Change Management

Capacity Management

Availability Management

Service Level Management

Experience managing major incidents and critical production escalations.

Experience managing vendor contracts and third-party service providers.

Excellent communication, stakeholder manageme