ServiceDeliveryManager(SDM)-CloudOperations

**_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. ##