Service Delivery Manager (SDM) - Cloud Operations

Pune, Maharashtra
Permanent
Full-time

2 days ago

About Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.Cloud Service Delivery ManagerPosition OverviewThe CCoE is looking for a results oriented, self-directed individual to work with us as the Cloud Service Delivery Manager. The candidate should have leadership potential, and be passionate about his / her role and have the technical expertise to lead application teams and the CCOE to excellence.The individual will be responsible for working with the core engineering and operations team in managing operations, projects, and schedules. The primary objective is to ensure public cloud operations are managed efficiently. The Cloud Service Delivery Manager will ensure that tickets are managed within SLA, the backlog is processed, and will manage all ITIL processes including Incident Management, Change Management, Problem Management, Service Management.The individual should be available for L1.5/L2/L3 escalation support, improving upon the current processes to improve ticket resolution and provide world-class support for all CCOE clients.The Cloud Service Delivery Manager will be a customer advocate and will work with the Cloud Product Owner and the Cloud Foundation Team to convey customer feedback and sentiment as input to development backlogs and roadmaps. The Cloud Service Delivery Manager will be a liaison between Chief Technology Officer Leadership, Business Unit Application Development Leadership, and the other teams within the CCOE.Minimum Qualifications

Bachelor's degree in Computer Science or a related technical field
15+ years of professional experience in technical delivery in Infrastructure, applications, or public cloud (8+ years).
Proven track record of managing and supporting customers at an enterprise level.
Understanding of common infrastructure-as-a-service (IaaS) and platform-as-a-service (PaaS) patterns including implementation, scaling, and transition challenges.
Experience with design of modern, scalable delivery models for support teams.
Demonstrated ability to think strategically about business, product, and technical challenges.
Familiarity with compliance & security standards across the enterprise IT landscape.
Outstanding customer relationship management experience and collaboration skills.
Excellent written and verbal communication skills, including group leadership and executive presentations.
Demonstrated ability to work creatively and analytically in meeting customer needs.

Roles and Responsibilities:

The Cloud Service Delivery Manager has overall accountability for ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle – in conjunction with the Cloud Foundation Team and the Cloud Product Owner.
Leading the CCOE to provide excellent, customer centric service.
Ensuring ITSM processes (change, incident, and problem) are being followed by the team without change violations or errors while causing no production outages.
Collaborate with various teams within Northern Trust as well as external vendors.
Assist the team in Audit and Compliance as well as DR initiatives.
Manage the ServiceNow queues, ensuring all SLAs are being met and ensuring the timely closure of all tickets.
Working with other teams/SDMs and handing over to counterparts in other time zones.
Analysis of all the tickets, identifying trends and determining the root causes.
Leadership of SWAT calls, direction of research, response to questions / reporting during / after the event
Proactively manage resources to meet business deliverables, adjusts resource alignments based on supply/ demand and supports delivery on targets including financials.
Take ownership of the CCOE service level agreements including those from the cloud service providers and those for the CCOE clients.
Take ownership of and deliver operational level agreements (OLA) with clients of the CCOE detailing the shared responsibility model.
Responsible for process improvement and implementation of best practices across all units.
Availability towards any critical or major incidents from 08:00 PM – 08:00 AM CT.

Knowledge/Skills:

Excellent analytical, organizational, time management, verbal, and written skills
Understanding of the unique requirements for clients of the CCOE; use of data center, private cloud, hybrid cloud, and public cloud technologies.
Knowledge of cloud technologies; Azure, AWS, DevOps, Data Center Management, Network data and voice, application infrastructure, strong experience in working with onsite-offshore teams.
Self-starter with ability to work independently in all scenarios and react quickly and in support of changing priorities
Able to multi-task in a fast-paced organization
Able to interact effectively and cooperatively with partners and consultants at all levels, as well as the ability to engage, inspire, influence people.
Able to negotiate and resolve conflicting priorities.

Things that will make you successful at Northern Trust:

You’re a self-starter
Active curiosity
Analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
Excellent individual and group presentation, written, and oral communication skills
Strong interpersonal skills and experience initiating and building positive relationships
Ability to function in a rapidly changing environment and comfort with ambiguity

Working with Us:As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreaterReasonable accommodationNorthern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at .We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.Apply today and talk to us about your flexible working requirements and together we can achieve greater.About Our Pune OfficeThe 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.

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