Sr. Lead - Service Delivery - Observability & DevOps Platforms

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.