ITSM Service Excellence Leader

Northern Trust

ITSM Service Excellence Leader at Northern Trust managing IT Service Management function. Leading automation, optimization, and maturation of ITSM operations in the financial services sector.

Posted 7/6/2026full-timeChicago • Illinois • 🇺🇸 United StatesSenior💰 $137,400 - $240,400 per yearWebsite

Tech Stack

Tools & technologies

ITSMRPA

About the role

Key responsibilities & impact

Lead the automation, optimization, and maturation of IT Service Management function.
Transform how IT services are governed, executed, and continuously improved.
Interface with senior executives across the organization to drive strategic outcomes and day-to-day service delivery priorities.
Serve as the enterprise authority on ITIL-based processes, ensuring they are scalable, risk-aligned, and fit-for-purpose.
Lead continuous optimization of ITSM processes and define clear process guardrails and decision frameworks.
Drive an automation-first strategy for ITSM practices using AI, orchestration, and workflow automation.
Define and operationalize KPIs, KRIs, and experience metrics that measure effectiveness, risk reduction, and business value.
Act as a trusted advisor to technology, risk, audit, and business stakeholders.

Requirements

What you’ll need

10+ years of IT Service Management experience, ideally within Banking or Financial Services.
Deep, hands-on expertise in ITIL/ITSM, including governance, risk-based decisioning, and continuous improvement.
Proven experience leading automation and optimization initiatives within fast-moving ITSM and release cadences.
Strong understanding of ITIL, COBIT, ISO/IEC 20000, and regulated operating environments.
Demonstrated ability to lead globally and influence outcomes without direct authority.
Excellent communication, analytical, and stakeholder management skills.
ITIL Certification (Intermediate or higher strongly preferred)
Automation, AI/ML, or RPA-related certifications
Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Benefits

Comp & perks

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
other voluntary and well-being benefits
discretionary bonus program that may include an equity component

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service ManagementITILGovernanceContinuous ImprovementAutomationAI/MLRPACOBITISO/IEC 20000Process Optimization

Soft Skills

CommunicationAnalytical SkillsInfluencing Without AuthorityStakeholder EngagementLeadership

Certifications

ITIL CertificationAutomation CertificationAI/ML CertificationRPA Certification