Northern Trust
Financial Services
SrLead,ServiceDeliveryITServiceDesk
“Sr Lead, Service Delivery - IT Service Desk at Northern Trust. Skills: Service Desk Operations, ITSM, Service Delivery. Drive day-to-day Service Desk operations. Ensure effective ticket management”
What You'll Achieve.
Meet end-user expectations; Improve first-contact resolution; Enhance end-user experience; Improve efficiency; Improve scalability; Improve operational resilience
Industry & Context.
Incident Management; Problem Management; Major Incident Management; Root cause analysis
What They're Looking For.
Must Have
10+ years of experience in technology roles, Proven experience leading IT Service Desk / Help Desk environments, Command of ITSM practices, Demonstrated success improving end-user experience, Experience with call center management tools, Understanding of modern end-user computing, Experience partnering with senior business stakeholders, Data-driven mindset, Excellent communication skills, Excellent organizational skills, Excellent stakeholder-management skills
What You'll Do.
Drive day-to-day Service Desk operations
Ensure effective ticket management
Ensure effective escalation
Ensure effective resolution
Meet end-user expectations
Own end-to-end Service Desk service delivery outcomes
Serve as primary escalation point
Lead Incident Management processes
Participate in Incident Management processes
Lead Problem Management processes
Participate in Problem Management processes
Lead Major Incident Management processes
Participate in Major Incident Management processes
Track experience-based metrics
Improve experience-based metrics
Provide performance reporting
Drive measurable performance improvements
Drive automation initiatives
Drive self-service initiatives
Improve first-contact resolution
Enhance end-user experience
Identify opportunities for workflow optimization
Identify opportunities for intelligent routing
Identify opportunities for knowledge improvements
Identify opportunities for proactive support
Continuously evaluate ITSM processes
Continuously evaluate ITSM tools
Improve operational resilience
Lead service improvement initiatives
Build collaborative relationships with business stakeholders
Build collaborative relationships with technology teams
Build collaborative relationships with vendors
Act as trusted advisor on service delivery
Ensure effective communication
Model customer service standards
Enforce customer service standards
Ensure effective onboarding of new services
Oversee development of training materials
Oversee maintenance of training materials
Oversee development of knowledge articles
Oversee maintenance of knowledge articles
Ensure adherence to risk requirements
Ensure adherence to security requirements
Ensure adherence to compliance requirements
Remediate security findings
Remediate audit actions
How You'll Work.
Team & Collaboration
Business stakeholders; Technology teams; Vendors
Communication Scope
Executive-level support; Performance reporting
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