Sr Lead, Service Delivery IT Service Desk

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.

Sr Lead Service Delivery - IT Service Desk

Work Location Bangalore

Job: Information Technology

Key Responsibilities

Service Delivery & Operations

• Drive high-performing daytoday Service Desk operations ensuring effective ticket management escalation and resolution while consistently meeting enduser expectations.
• Own endtoend Service Desk service delivery outcomes including responsiveness reliability and customer satisfaction.
• Serve as the primary escalation point for critical operational issues major incidents and executivelevel support needs.
• Lead and participate as required in Incident Problem and Critical Incident Management processes related to IT Service Desk operations.

Service Quality Governance & Metrics

• Track and continuously improve SLAs KPIs and experiencebased metrics to drive service quality and accountability.
• Provide clear actionable performance reporting to leadership including incident trends call volumes and improvement outcomes.
• Lead service reviews driving measurable performance improvements and a customerfirst mindset.

Automation Tooling & Continuous Improvement

• Drive automation and selfservice initiatives to reduce manual effort improve firstcontact resolution and enhance enduser experience.
• Identify opportunities for workflow optimization intelligent routing knowledge improvements and proactive support.
• Continuously evaluate ITSM processes and tools to improve efficiency scalability and operational resilience.
• Lead service improvement initiatives focused on process maturity tooling enhancements and crosssite standardization.

Partner Experience & Enablement

• Build strong collaborative relationships with business stakeholders technology teams and vendors.
• Act as a trusted advisor on service delivery ensuring transparency alignment and effective communication.
• Model and enforce consistent customer service standards to ensure every user feels supported and valued.
• Ensure effective onboarding of new services including training documentation and operational readiness.
• Oversee the development and maintenance of training materials and knowledge articles to support analyst effectiveness and selfservice adoption.
• Ensure adherence to organizational risk security and compliance requirements including timely remediation of security findings and audit actions within IT Service Desk operations.

Technical Skills & Qualifications

• 10 years of experience in technology roles with proven experience leading IT Service Desk / Help Desk environments.
• Strong command of ITSM practices including Incident Problem and Major Incident Management.
• Demonstrated success improving enduser experience reducing repeat contacts and driving efficiency through automation and process improvement.
• Experience with call center management tools such as Cisco CUIC Verint and/or Avaya.
• Strong understanding of modern enduser computing across Microsoft enterprise platforms (Intune Entra ID MFA M365 ServiceNow Copilot VDI/Citrix Windows 365).
• Experience partnering with senior business stakeholders and executive leadership.
• Datadriven mindset with the ability to leverage ITSM reporting and service metrics to drive decisions and outcomes.
• Excellent communication organizational and stakeholdermanagement skills with the ability to thrive in a fastpaced highvolume environment.

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 and apply 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.

About Our Bangalore Office

The Northern Trust Bangalore office established in 2005 is home to over 5600 this stunning office space we offer fantastic amenities which include our Arrival Hub Jungle the GameZone and the Employee Experience Zone that appeal to both clients and employees.Learn more.