Service Delivery & Operations Support Manager

As an Application Support Manager at Northern Trust, you will play a crucial role in ensuring the stability, performance, and compliance of critical security technologies. Here are some key responsibilities and qualifications required for this role: **Role Overview:** As an Application Support Manager, you will lead regional application support operations for critical security technologies, ensuring service stability, performance, and compliance in alignment with global standards. You will be an integral part of the Cybersecurity Service Delivery & Operations (SD&O) team. **Key Responsibilities:** - Manage and mentor a team of support analysts delivering 24x7 application support of security platforms and technologies. - Ensure operational readiness for new applications and upgrades, including knowledge transfer and runbook development. - Drive resolution of incidents and service requests within agreed SLAs, OLAs, and KPIs. - Serve as an escalation point for critical incidents. - Ensure adherence to enterprise ITSM processes (Incident, Problem, Change Management) and regulatory requirements. - Maintain accurate documentation, SOPs, and compliance evidence for audits when required. - Monitor service performance, analyze trends, and implement continuous improvement initiatives to reduce incidents and improve stability. - Partner with engineering teams for root cause analysis, proactive monitoring, and automation opportunities. - Serve as the regional liaison for global leadership, business units, and enterprise IT teams. - Contribute to the evolution of the target operating model by introducing best practices, new tools, and automation. - Drive initiatives aligned to organizational goals for resiliency, efficiency, and security maturity. **Qualifications Required:** - Bachelors degree in information technology, Computer Science, or related field. - ITIL v3/v4 Foundation certification required; advanced certifications are a plus. - Relevant certifications in IAM technologies (e.g., Okta, CyberArk) desirable. - 8+ years of Application Support, IT Service Delivery, or Production Operations experience, with at least 3 years in a managerial role leading regional or global teams. - Strong background in incident, problem, and change management within an ITIL aligned organization. - Deep understanding of tiered support models, follow-the-sun operations, and cloud/on-premises applications. - Familiarity with tools such as ServiceNow, Dynatrace, Power BI, and automation platforms. - Excellent leadership and people management skills with effective communication abilities. - Ability to adapt in a dynamic, high-pressure environment with competing priorities. This role at Northern Trust offers a collaborative work culture, opportunities for career growth, and a commitment to assisting the communities served. If you are a strategic problem solver with a passion for application reliability and security technologies, apply today to be part of one of the worlds most admired and sustainable companies. As an Application Support Manager at Northern Trust, you will play a crucial role in ensuring the stability, performance, and compliance of critical security technologies. Here are some key responsibilities and qualifications required for this role: **Role Overview:** As an Application Support Manager, you will lead regional application support operations for critical security technologies, ensuring service stability, performance, and compliance in alignment with global standards. You will be an integral part of the Cybersecurity Service Delivery & Operations (SD&O) team. **Key Responsibilities:** - Manage and mentor a team of support analysts delivering 24x7 application support of security platforms and technologies. - Ensure operational readiness for new applications and upgrades, including knowledge transfer and runbook development. - Drive resolution of incidents and service requests within agreed SLAs, OLAs, and KPIs. - Serve as an escalation point for critical incidents. - Ensure adherence to enterprise ITSM processes (Incident, Problem, Change Management) and regulatory requirements. - Maintain accurate documentation, SOPs, and compliance evidence for audits when required. - Monitor service performance, analyze trends, and implement continuous improvement initiatives to reduce incidents and improve stability. - Partner with engineering teams for root cause analysis, proactive monitoring, and automation opportunities. - Serve as the regional liaison for global leadership, business units, and enterprise IT teams. - Contribute to the evolution of the target operating model by introducing best practices, new tools, and automation. - Drive initiatives aligned to organizational goals for resiliency, efficiency, and security maturity. **Qualifications Required:** - Bachelors degree in information technology, Computer Science, or related field. - ITIL v3/v4 Foundation certification required; advanced certifications are a p