Sr Lead, Service Delivery - IT Service Desk

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. Sr Lead, Service Delivery - IT Service Desk Work Location – Bangalore Job: Information Technology Key Responsibilities Service Delivery & Operations Drive high-performing, day‑to‑day Service Desk operations, ensuring effective ticket management, escalation, and resolution while consistently meeting end‑user expectations. Own end‑to‑end Service Desk service delivery outcomes, including responsiveness, reliability, and customer satisfaction. Serve as the primary escalation point for critical operational issues, major incidents, and executive‑level support needs. Lead and participate, as required, in Incident, Problem, and Critical Incident Management processes related to IT Service Desk operations. Service Quality, Governance & Metrics Track and continuously improve SLAs, KPIs, and experience‑based metrics to drive service quality and accountability. Provide clear, actionable performance reporting to leadership, including incident trends, call volumes, and improvement outcomes. Lead service reviews, driving measurable performance improvements and a customer‑first mindset. Automation, Tooling & Continuous Improvement Drive automation and self‑service initiatives to reduce manual effort, improve first‑contact resolution, and enhance end‑user experience. Identify opportunities for workflow optimization, intelligent routing, knowledge improvements, and proactive support. Continuously evaluate ITSM processes and tools to improve efficiency, scalability, and operational resilience. Lead service improvement initiatives focused on process maturity, tooling enhancements, and cross‑site standardization. Partner Experience & Enablement Build strong, collaborative relationships with business stakeholders, technology teams, and vendors. Act as a trusted advisor on service delivery, ensuring transparency, alignment, and effective communication. Model and enforce consistent customer service standards to ensure every user feels supported and valued. Ensure effective onboarding of new services, including training, documentation, and operational readiness. Oversee the development and maintenance of training materials and knowledge articles to support analyst effectiveness and self‑service adoption. Ensure adherence to organizational risk, security, and compliance requirements, including timely remediation of security findings and audit actions within IT Service Desk operations. Technical Skills & Qualifications 10+ years of experience in technology roles, with proven experience leading IT Service Desk / Help Desk environments. Strong command of ITSM practices, including Incident, Problem, and Major Incident Management. Demonstrated success improving end‑user experience, reducing repeat contacts, and driving efficiency through automation and process improvement. Experience with call center management tools such as Cisco CUIC, Verint, and/or Avaya. Strong understanding of modern end‑user computing across Microsoft enterprise platforms (Intune, Entra ID, MFA, M365, ServiceNow, Copilot, VDI/Citrix, Windows 365). Experience partnering with senior business stakeholders and executive leadership. Data‑driven mindset with the ability to leverage ITSM reporting and service metrics to drive decisions and outcomes. Excellent communication, organizational, and stakeholder‑management skills, with the ability to thrive in a fast‑paced, high‑volume environment. 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 MyHRHelp@ntrs.com. We 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. About Our Bangalore Office The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees. In this stunning office, space, we offer fantastic amenities which include our Arrival Hub – Jungle, the GameZone, and the Employee Experience Zone that appeal to both clients and employees. Learn more. Looking for greater? You found it. A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we've been named one of the world's most admired companies. Terms and Conditions Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), 1800-425-0333 (India), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources' decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. EEO Know Your Rights (U.S.)