Service Delivery Lead - Private Markets & Investment Analytics

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.

Integrated Portfolio Solutions (IPS)

IPS provides a comprehensive combination of technology, analytics, and operational expertise to help investors manage the full investment lifecycle across public and private markets. Serving foundations, endowments, pension funds, sovereign wealth funds, family offices, and asset managers, IPS delivers investment reporting, performance and risk analytics, data management, and operational support through a blend of Northern Trust proprietary technology and specialist third-party solutions. By integrating data, analytics, and workflows into a single operating model, IPS enables clients to make informed investment decisions, strengthen portfolio oversight, and enhance operational efficiency across multi-asset portfolios. This integrated approach provides clients with a scalable solution that combines leading technology, investment expertise, and operational support to meet increasingly complex portfolio management and reporting requirements.

Core services include:

• Investment Reporting & Analytics: Timely, accurate reporting and insights across public and private market investments.
• Performance & Risk Analytics: Performance measurement, attribution, exposure analysis, and risk reporting to support investment decision-making.
• Private Markets Solutions: Specialized operational services and reporting analytics for limited partners invested in private capital and other alternative investments.
• Workflow & Research Management: Digital tools that streamline document management, research workflows, and approval processes.
• Technology & Data Delivery: Secure access to investment data and analytics through web portals, dashboards, APIs, and robust data governance controls.

The Service Delivery Lead partners with Client Servicing Consultants to manage strategic client relationships and oversee the delivery of NT’s performance, analytics, and private markets solutions for some of the firm’s largest institutional and family office clients across the Middle East and Europe.

Serving as a trusted advisor and key point of co-ordination between clients and internal stakeholders, the role is responsible for ensuring exceptional service delivery and the successful execution of complex, high-impact initiatives that enhance the overall client experience. Leveraging strong relationship management, project leadership, and analytical expertise, the Service Delivery Lead provides end-to-end service oversight while driving continuous improvement and proactively managing client requirements, risks, and opportunities.

The role brings together cross-functional teams to deliver sophisticated solutions, resolve complex challenges, and maximize the value clients derive from Northern Trust’s capabilities. In addition, the position contributes to broader business objectives through strategic growth initiatives, governance and risk management activities, executive reporting, and senior stakeholder engagement.

Key Responsibilities

Client Service Delivery

• Lead complex client initiatives across IPS product lines, coordinating delivery and managing stakeholder expectations ensuring clear communication, expectation management, and alignment. 
• Develop a deep understanding of clients' investment structures, operating models, and reporting requirements. 
• Partner with clients and internal stakeholders to deliver solutions that balance client needs with operational and risk considerations. 
• Build strong relationships with senior client stakeholders and key internal partners. 
• Coordinate responses to complex client requests, ensuring timely and effective resolution.
• Manage client expectations, requirements, risks, and deliverables driving proactive resolution of client challenges and continuous service improvements. 
• Prepare and manage executive-level reporting and escalations. 
• Coordinate cross-functional teams and subject matter experts to deliver client outcomes. 
• Translate client requirements into actionable delivery plans and oversee implementation. 
• Support contract renewals, fee discussions, and commercial reviews.
• Contribute to client retention and revenue growth objectives.
• Coordinate incident management, root cause analysis, and corrective action plans.
• Support Market Expansion initiatives for IPS’s respective product lines 

Project and Change Management

• Lead delivery of client change requests, strategic enhancements, and operational improvements, managing milestones, dependencies, and communications. 
• Work with Relationship Managers and Implementations to manage tasks related to IPS activities connected to Legal, Product, and Operations teams.
• Ensure successful execution of client remediation and transformation initiatives where required.

Role Requirements

This role is focused on enhancing the client experience for users of Northern Trust's performance, analytics, and private markets solutions.

The Service Delivery Manager is accountable for end-to-end client outcomes, coordinating cross-functional teams and proactively managing risks, dependencies, and issues to ensure the successful delivery of critical client services.

Working closely with IPS Client Servicing Leads, Relationship Managers, Product teams, and Technology partners, the role combines deep product knowledge with industry expertise to deliver exceptional service, drive continuous improvement, and maximise client value.

The successful candidate will be equally comfortable operating at both a strategic and operational level, engaging senior stakeholders on service performance, delivery risks, and strategic priorities while maintaining a detailed understanding of the data, analytical, and operational processes underpinning client deliverables.

The role requires the ability to lead complex, multi-disciplinary initiatives and leverage a strong understanding of investment performance, analytics, data management, and private markets to engage credibly with investment professionals and senior decision-makers. Exceptional communication and stakeholder management skills are essential, with the ability to translate complex concepts into clear, actionable insights for both technical audiences and executive stakeholders.

Required Experience and Skills

• Proven experience managing institutional investor relationships, including pension funds, asset managers, sovereign wealth funds, and family offices, within a service delivery environment.
• Knowledge of investment operations, performance and analytical measurement, portfolio, and risk analytics, reporting and front-office technology platforms.
• Demonstrated ability to manage incidents, escalations, and complex client issues to successful resolution.
• Excellent organisational skills, with the ability to manage multiple priorities and deliver against tight deadlines.
• Experience leading projects and delivering change initiatives across cross-functional teams.
• Strong communication and stakeholder management skills, with the ability to engage effectively with senior internal and external stakeholders.
   

Work Authorization

Applicants must have the right to work in the United Kingdom at the time of application and for the duration of employment.

Please note that Northern Trust is unable to provide visa sponsorship for this role. This includes Skilled Worker visas, Global Business Mobility routes, Graduate visas, Youth Mobility Scheme, High Potential Individual visas, Scale-up Worker visas, Temporary Worker visas, and other employer-sponsored visa categories.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.