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 world’s 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 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

We’re looking for a Cloud Service Delivery Manager is part Cloud Center of Excellence professionals to ensure that the product-driven solutions and services meet and evolve with their needs and align with Enterprise Architecture’s strategy. CSDM’s possess knowledge of the public cloud environments, industry best practices, current and future solutions and work closely with an extended network of Public Cloud enablement professionals in Product Management, Research and Development, Technical Support, Enterprise External Cloud Product and Professional Services in support of their customers. This individual will manage processes for effective measurement and reporting of our Cloud Internal Customer Experience and are responsible for ensuring that our Business Partners and Products can achieve their desired business outcomes from Public Cloud solutions.

As a CSDM you will:

• Collaborate with internal stakeholders to understand their cloud service requirements and expectations
• Act as the Point of contact within the Cloud Business Office for KPI/OKR data and Product realization measurement to ensure optimal value assurance in the customer experience and business outcomes.
• Provides a white glove service by establishing strong, long-lasting internal customer relationships built on trust and transparency.
• Track, support and help escalate timely delivery of customer ecosystems by effectively assisting in standard measurement of delivery projects.
• Validates and confirms customer and executive requirements and prerequisites for cloud services are incorporated into Product Roadmaps and measure for effectiveness in Cloud DevOps support feedback.
• Maintains an understanding of compliance requirements, standards, guidance, and interpretations and/or best practices.
• Assists in management and metrics for new Public Cloud engagements, Product Development and Business Outcome models.
• Assists in building template or appropriate project delivery timelines with regular reporting cadence and terminology per audience.
• Accountable for internal and external Service Level Agreements, including identification and inclusion of operating model requirements.
• Manages a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.
• Conducts monthly operating review and regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.

• Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with Product Managers and Cloud Center of Excellence Leadership.
• Provides expertise and may be certified in Public Cloud technologies to effectively measure and manage service delivery and support.
• Applies critical thinking on service management issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
• Accountable for contractual budget management, ensuring balanced funding and value assurance equity.
• Work closely with cross-functional teams to gather data and evidence supporting audits/implement adjustments to maintain compliance
• Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement and to inform renewal contracts.
• Identifies and implements process improvements based on a data driven approach.
• Communicates with internal stakeholders creating awareness and visibility into issues impacting customer and public cloud operational health.

Required qualifications

• US Citizenship required
• Bachelor’s degree in Computer Science or a related quantitative field.
• At least 8+ years of service account management, customer success management, consulting, or related role experience.
• Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
• Facilitates complex meetings with a broad range of customers, internal teams, and/or industry personnel.
• Prevents issues before they arise and anticipates areas of conflict.
• Engages with customers to capture and document customer success criteria.
• Facilitates cross functional/divisional initiatives for continual service improvement.

• . These are our values and influence everything we do.

Preferred qualifications

• Excellent communication skills
• Ability to work well under pressure
• Ability to establish and maintain strong customer relationships
• Experience in presenting to end users
• Ability to work independently and as part of a team
• Aptitude to learn and understand technical concepts, structures, requirements, environments, etc.
• Understanding of Azure Public Cloud technology and product offerings.
• Understanding of NIST and Information Technology Infrastructure Library (ITIL) processes and principles
• Aptitude to learn and understand power Bi and automated reporting methodologies
• Skill in developing, tracking, and presenting metrics up to executive levels
• Excellent problem solving, organizational, decision-making written, oral and interpersonal skills
• Ability to conceptualize reporting outcome needs and translate into specific metric, data driven activities
• Clear understanding of service models and strategies
• Negotiation skills to manage customer interactions
• Ability to effectively communicate with and present to C-level executives
• Understanding of managed service delivery models and applicable industry/verticals
• Demonstrated ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.

Salary Range:

Salary 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.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s 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 [email protected].

 
We hope you’re 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.