Service Delivery Manager (SDM) - Cloud Operations

Requirements

• 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, s

Additional Information

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 Manager Position Overview The 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.

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