Sr. Lead - Service Delivery - Observability & DevOps Platforms

Job description

Job Description - -------------- **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. Scope of Responsibility Observability \& Monitoring Platforms * Dynatrace * Elastic / ELK * Azure Log Analytics * SCOM (Microsoft System Center Operations Manager) * ServiceNow Event Management * Enterprise Alerting Platforms Developer Platforms \& Productivity Tools * GitHub Enterprise * GitHub Actions \& GitHub Runners * Azure DevOps * Sonatype Nexus Repository * CI/CD Platforms * Enterprise Desktop Software \& Developer Tooling Key Responsibilities Service Delivery \& Operational Leadership * Own end-to-end service delivery for Observability, Monitoring, Event Management, and Developer Tooling platforms. * Ensure operational excellence and stability of services supporting critical enterprise workloads. * Maintain high-performing operational support functions for global Run the Business activities. * Establish and monitor service level objectives, KPIs, SLAs, OLAs, and operational scorecards. * Drive service maturity, operational effectiveness, and customer satisfaction across supported platforms. * Ensure operational procedures, governance controls, and service management processes are consistently followed. Engineering \& Operations Partnership * Act as the primary liaison between Engineering Teams, Infrastructure Teams, Operations Support, Security, Vendors, and Application Owners. * Facilitate seamless transition of projects, upgrades, and new capabilities into production support. * Drive alignment between strategic engineering initiatives and operational support requirements. * Ensure operational readiness reviews are conducted prior to production releases. * Champion supportability, observability, resiliency, and operational excellence during platform modernization initiatives. Major Incident \& Escalation Management * Own and lead enterprise-wide major incident management processes. * Serve as the escalation owner during high-priority incidents affecting production services. * Coordinate engineering, infrastructure, support, vendor, and business stakeholders during service disruptions. * Ensure effective executive communication throughout incident lifecycles. * Lead post-incident reviews, Root Cause Analysis (RCA), and corrective action planning. * Drive permanent resolution of recurring operational issues through Problem Management practices. Risk, Compliance \& Governance * Ensure compliance with enterprise security, regulatory, and operational standards. * Identify, assess, track, and mitigate operational risks across services. * Support internal audits, regulatory examinations, compliance reviews, and risk assessments. * Maintain service governance frameworks, controls documentation, and operational procedures. * Partner closely with Risk, Security, Compliance, and Audit organizations to address findings and remediation activities. * Ensure service delivery aligns with organizational governance requirements and regulatory obligations. Capacity, Availability \& Performance Management * Own capacity planning processes for observability and platform services. * Ensure future demand from business growth, projects, and modernization initiatives is incorporated into capacity plans. * Monitor platform utilization, service performance, and infrastructure health. * Develop forecasting models and operational dashboards to support strategic planning. * Drive continuous optimization of availability, performance, scalability, and cost efficiency. Vendor \& Third-Party Management * Manage strategic relationships with vendors and service providers including Microsoft, Dynatrace, Elastic, GitHub, Sonatype, and managed service partners. * Conduct service review meetings covering: * Service Performance * Risk \& Compliance * Security * Financial Management * Continuous Improvement * SLA Adherence * Ensure vendors meet contractual obligations and agreed service levels. * Manage vendor escalations, service improvement plans, and remediation programs. * Evaluate vendor performance from both operational and financial perspectives. Se