ITSM Service Excellence Leader

**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.**What You’ll Do**Northern Trust is seeking an experienced ITSM Change and Release Management Automation/Optimization Leader, to transform and optimize change and release management processes across the enterprise. This role will lead the automation of ITIL Change Management, Release Management, and Patching processes globally, leveraging AI and modern deployment practices to enhance efficiency, resiliency, and quality.**Who You Are**You are a seasoned leader in ITSM with deep expertise in change and release management automation. You have a proven track record of driving transformation in complex, mission-critical environments. You are adept at balancing stability and speed-to-market, and have experience with diverse platforms including on-premises and cloud infrastructure. You are passionate about mentoring teams, fostering innovation, and delivering measurable improvements through AI and automation. You possess excellent communication skills and can influence outcomes across global teams.**Key Responsibilities**- Lead global transformation of Change and Release Management functions, focusing on automation, AI adoption, and process optimization.- Drive automation of change execution workflows using AI, RPA, and modern deployment tools to reduce risk and improve quality.- Drive optimization of the global Release Management function, standardizing processes and leveraging tools for consistent, repeatable delivery using automation.- Implement a global Patch Management capability, coordinating across technology towers and service providers.- Optimize change calendar governance capabilities to enable a data driven, risk reducing view of high-risk events.- Deliver process and platform optimizations to address change failure root causes, driving continuous improvement through automation.- Collaborate with IT teams to adopt modern deployment practices and integrate AI-driven insights into change planning.- Develop and monitor KPIs, dashboards, and automated reporting to track performance, compliance, and business value.- Facilitate workshops and governance forums to promote adoption of automation and resolve conflicts.- Ensure compliance with ITIL, COBIT, ISO/IEC20000, and relevant regulatory frameworks.**Qualifications**- 10+ years of experience in IT Service Management within Banking/Financial institutions.- Expertise in automation, AI/ML, and digital transformation in ITSM environments.- Strong knowledge of ITIL, COBIT, and regulatory compliance.- Experience with modern infrastructure technologies and cloud-based solutions.- Proven ability to lead global teams and influence outcomes without direct authority.- Excellent analytical, communication, and stakeholder management skills.**Preferred Certifications**- ITIL Certification- AI/ML or RPA certificationsSalary Range:$137,400 - 240,400 USD*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 View email address on click.appcast.io 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. #J-18808-Ljbffr Northern Trust Corp