Sr Associate, ITSM Service Delivery, Governance

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. Summary Maintain the practices outlined in the Service Availability Framework, process, procedures and adjoining artefacts, controls and KPIs to ensure that delivery of services are properly assessed, monitored, and managed against key Technology targets and Business/Client SLA to meet committed deliverables.  Manage the Service Availability In-Sight Portal controls, engaging stakeholders as necessary that are reflected accurately in the various slicers built. Maintain all Service Availability artefacts for sustained quality and socialisation.   Main Duties The objectives of the Service Level & Availability Management Sr Associate are: To help define and deploy the Service Level & Availability Management practice within the organisation and be accountable for execution and compliance of the practices defined across the IT organisation To ensure ITSM (Incident, Problem, Change) are designed to deliver the required levels of Availability required by the business and to meet Client SLAs To provide a range of IT Availability controls, KPIs, and reporting to ensure that agreed levels of Availability, reliability and maintainability are measured and monitored on an ongoing basis To optimise the Availability of the IT Application & Infrastructure to deliver cost effective improvements that deliver tangible benefits to the business and User To achieve over a period a reduction in the frequency and duration of SINCs (Major Incidents)  that Impact on IT Availability and Client Service Levels To ensure shortfalls in IT Availability are recognised and appropriate corrective actions are identified and progressed To create and maintain a forward looking Availability Plan with stakeholders aimed at improving the overall Availability of IT Applications and Infrastructure components to ensure that existing and future Business Availability requirements can be met. Knowledge/ Technical Skills Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected RTOs