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.
Observability & Monitoring Platforms
Developer Platforms & Productivity Tools
Service Delivery & Operational Leadership
Own end-to-end service delivery for Observability, Monitoring, Event Management, and Developer Tooling platforms.
Establish and monitor service level objectives, KPIs, SLAs, OLAs, and operational scorecards.
Engineering & Operations Partnership
Act as the primary liaison between Engineering Teams, Infrastructure Teams, Operations Support, Security, Vendors, and Application Owners.
Champion supportability, observability, resiliency, and operational excellence during platform modernization initiatives.
Major Incident & Escalation Management
Coordinate engineering, infrastructure, support, vendor, and business stakeholders during service disruptions.
Risk, Compliance & Governance
Partner closely with Risk, Security, Compliance, and Audit organizations to address findings and remediation activities.
Capacity, Availability & Performance Management
Vendor & Third-Party Management
Manage strategic relationships with vendors and service providers including Microsoft, Dynatrace, Elastic, GitHub, Sonatype, and managed service partners.
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.
Reporting & Executive Communications
12+ years of experience in IT Infrastructure Operations, Service Delivery, Platform Operations, Engineering Operations, or Production Support.
Familiarity with Disaster Recovery, Business Continuity, Backup, Storage, Virtualization, Linux, Windows, and Citrix technologies.
Technical Domain Knowledge
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 [email protected], 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.
