About the role

Northern Trust seeks a Sr Associate, ITSM Service Delivery, Governance in Pune, India, to maintain the Service Availability Framework and ensure IT services meet Technology targets and Business/Client SLAs. Day-to-day work includes managing the Service Availability In-Sight Portal, defining and deploying Service Level & Availability Management practices, monitoring KPIs, and driving continuous improvement across Incident, Problem, and Change processes. The role requires ITIL accreditation or a related discipline and at least 6+ years of service delivery experience.

What you’ll do

Maintain the practices outlined in the Service Availability Framework, process, procedures, artefacts, controls, and KPIs to ensure services are assessed, monitored, and managed against key Technology
Manage the Service Availability In-Sight Portal controls and engage stakeholders to ensure slicers reflect data accurately
Maintain all Service Availability artefacts for sustained quality and socialisation
Help define and deploy the Service Level & Availability Management practice and be accountable for execution and compliance across the IT organisation
Ensure ITSM (Incident, Problem, Change) are designed to deliver required Availability levels and meet Client SLAs
Provide IT Availability controls, KPIs, and reporting to measure and monitor agreed levels of Availability, reliability, and maintainability on an ongoing basis
Optimise Availability of IT Application & Infrastructure to deliver cost-effective improvements with tangible benefits to the business and users
Create and maintain a forward-looking Availability Plan with stakeholders to meet existing and future Business Availability requirements

What you’ll bring

ITIL accreditation or Computer Science or equivalent, or a related discipline
At least 6+ years of experience as a Service Delivery specialist/member or equivalent combination across ITIL capabilities (Incident, Major Incident, Request, Problem, Release, Change, Capacity, Confi
Good understanding of ITIL disciplines
Practical experience of defining process workflows
Practical experience of continuous improvement methods and techniques
Good understanding of statistical and analytical principles and processes
Experience using Service Now/CMDB to extract data and provide dashboards
Technical expertise in Excel (pivot tables), Service Now, ADO, PowerBI, PPT, MIRO, SQL scripting, Confluence, Sharepoint, and dashboard creation/reporting

Skills

ITILServiceNow/CMDBPowerBISQL scriptingExcel pivot tablesConfluenceSharePointDashboard creation

Education

ITIL accreditation or Computer Science or equivalent, or a related discipline.