Mainframe Services Delivery Manager
Mainframe Services Delivery Manager
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$ 114700 - 194900
1 Vacancy
Job Description
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 worlds 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 22000 partners we serve the worlds most sophisticated clients using leading technology and exceptional service.
Title : Mainframe Services Delivery Manager (Individual Contributor)
Description - External
Mainframe Services Delivery Manager
Technology is seeking a results-driven self-directed individual to join Northern Trust as a Manager for the IBM Mainframe environment. This individual will be responsible for working with the Engineering Leads and the Managed Service Provider (MSP) in providing L1.5/L2/L3 escalation support improving upon the current processes to precipitate better and faster support of mainframe services. The role will include ensuring that the MSP meets all established SLAs/KPIs participating on critical SWAT calls to speed resolution and learn the business creating reports in Service Now performing trend analysis toward alert improvements and/or issue resolution and driving the MSP root cause analysis process to meet reporting goals. We are seeking a candidate who has leadership potential is passionate about his / her role and has good general technical understanding to lend to excellence in the Mainframe space.
This position is a liaison between engineering team and Managed Service Provider overseeing the Operations of the Mainframe infrastructure environment. Tasks include:
Providing excellent customer centric service
Approving quality infrastructure changes: changes that are formed correctly completed without change violations and errors and causing no production outages
Ensuring incident problem vulnerability request change ticket SLAs are met using ServiceNow
Driving SWAT issues without needing the engineering team assistance in timely manner e.g. taking charge drive decisions and demonstrating take charge / excellent comm skills
Following up on all tickets breaching SLA to work consistently on vendor accuracy speed and customer service experience
Meeting with MSP management bi-weekly to drive performance which entails tracking ticket statistics and trends
Working with management from other teams to ensure that multi-tower research rapidly moves forward
Completing audit requests for data for Enterprise Middleware Services and Performance and Analytics teams
Ensuring timely patches and fixes are applied
Motivating the team toward automation creations and process improvements
Working well with a global team leadership/management other technical and business teams
Responsibilities
Risk management ensuring proper coverage / resources throughout shifts with appropriate numbers and levels of resources
Leadership of SWAT calls direction of research response to questions / reporting during / after the event
Ensuring that documentation for major SINCs is created reviewed acceptable for executive audiences
Driving the MSP toward successful DR capability
Ensuring that the MSP performs capacity management and forecasting
Ensuring that the MSP performs configuration management
Driving the MSP toward root cause analysis with other towers
Attesting to updates in the CMDB
Queue / SLA management (overseeing the MSP in this role)
Trend analysis to highlight opportunities for improvement
Driving the MSP toward ensuring hot line coverage on call rotational updates in ServiceNow
Driving the MSP toward training and support documentation maintenance
Onboarding of new MSP members
Audit response management
Metrics / Reporting
ITSM approvals and compliance updates
Attendance at change management discussion meetings
Attending the Change Approval Board (CAB)insupport of ServiceNow changes for the Mainframe tower
Quarterly access review oversight
Regular meetings with vendor NT vendor office and Engineering teams to maintain / build relationships
Qualifications Required:
8 years managing in the technical field of a business environment
Past experience in managing and organizing effectively within a dynamic environment where parallel projects need planning guidance and agility
Experience in using current industry standard business tools for communication collaboration planning tracking and reporting.
Excellent analytical organizational time management verbal and written skills and be detail-oriented
Experience in leading / driving Major Incident calls to speed resolution
Self-starter with ability to workindependentlyunder pressure 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
Able to engage inspire influence people
3 years of ITSM process experience: Service-Now or similar ticket system
Bachelors Degree in applicable field with related course work in a technology engineering banking government or similar environment with regulations
Previous management / leadership experience with a demonstrated ability to effectively collaborate and influence others while ensuring all targets are met on schedule and within parameters
Proficient written and oral communication skills
Preferred:
Committed to high quality standards and making continuous improvements
IBM Mainframe experience
ITIL certified
Able to think conceptually - need to understand the appropriate level of detail to create in models to solve problems
Able to build consensus use active listening skills and work harmoniously with others in getting a job done while promoting a culture of teamwork excellence and integrity
Able to work in a face-paced environment and adapt to change
About Northern Trust:
Northern Trust provides innovative financial services and guidance to corporations institutions and affluent families and individuals over 130 years of financialexperience and nearly 20000 partners we serve the worlds most sophisticated clients using leading technology and exceptional service.
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 companythat is committed to strengthening the communities we serve!
We recognize the value of inclusion and diversity in culture in thought and in experience which is why we are honored to receive the following awards in 2021:
Gender Equality Index MemberBloomberg
Top Financial & Banking CompanyBlack EOE JournalHispanic Network MagazineProfessional WOMANS Magazine
Wed love to learn more about how your interests and experience could be a fit with one of Americas best banks and most sustainable companies! Build your career with us andapply today.
Salary Range:
$114700 - 194900 USDSalary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension) health and welfare benefits (medical dental vision spending accounts and disability) paid time off parental and caregiver leave life & accident insurance and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.
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.
Wed love to learn more about how your interests and experience could be a fit with one of the worlds most admired and sustainable companies! Build your career with us andapply today.#MadeForGreater
Reasonable accommodation
Northern 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 youre 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.
Required Experience:
Manager
Employment Type
Full-Time
