Cloud Service Delivery Manager

About this role

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.

Position Summary The Cloud Service Delivery Manager is responsible for overseeing the delivery, reliability, operational excellence, and continuous improvement of enterprise cloud services across public, private, and hybrid cloud environments. This role serves as the primary liaison between Cloud Operations, Engineering, Architecture, Security, and business stakeholders to ensure cloud platforms meet service level objectives, operational standards, compliance requirements, and business expectations. The successful candidate will drive operational governance, incident and problem management, service performance, capacity planning, financial optimization, vendor management, and continuous service improvement while fostering a culture of accountability, automation, resiliency, and customer focus. Key Responsibilities Service Delivery & Operations Management • Own end-to-end delivery and operational performance of cloud infrastructure and platform services. • Ensure services meet or exceed defined SLAs, SLOs, availability targets, and customer expectations. • Lead operational governance reviews and service performance reporting with senior leadership. • Monitor service health, capacity, utilization, and operational risks across cloud environments. • Establish and maintain operational runbooks, service documentation, and support processes.

Operational Excellence • Drive continuous improvement initiatives focused on stability, automation, resiliency, and operational efficiency. • Lead root cause analysis efforts and ensure corrective actions are implemented for major incidents. • Develop and track key operational metrics and KPIs. • Champion Site Reliability Engineering (SRE) and DevOps practices to improve platform reliability. • Identify opportunities to reduce technical debt and improve service quality.

Incident, Problem & Change Management • Serve as the escalation point for major incidents and service disruptions. • Coordinate cross-functional teams during critical issue resolution activities. • Lead problem management processes to identify recurring issues and implement permanent fixes. • Ensure effective change management practices minimize operational risk and service disruption. • Facilitate post-incident reviews and executive communications.

Stakeholder & Relationship Management • Act as the primary interface between Cloud Operations and internal business stakeholders. • Build strong partnerships with Engineering, Security, Architecture, Risk, Compliance, and Application teams. • Present service performance, risk assessments, and improvement plans to executive leadership. • Manage stakeholder expectations and ensure alignment between service delivery and business objectives.

Cloud Governance & Compliance • Ensure cloud services operate in accordance with enterprise governance, security, compliance, and regulatory requirements. • Support audit activities and risk management initiatives. • Monitor operational controls and remediation activities. • Drive adherence to cloud operational standards, policies, and best practices.

Financial & Vendor Management • Partner with cloud engineering and finance teams to optimize cloud operating costs. • Monitor cloud consumption trends and support chargeback/showback initiatives. • Manage relationships with cloud service providers and strategic vendors. • Participate in contract reviews, service evaluations, and vendor performance assessments.

Team Leadership • Lead and mentor cloud operations personnel and service management teams. • Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement. • Support workforce planning, talent development, and succession planning. • Promote automation-first and cloud-native operational practices.

Required Qualifications • Bachelor's degree in Information Technology, Computer Science, Engineering, or related field. • 8+ years of experience in IT Operations, Infrastructure Services, Cloud Operations, or Service Delivery. • 3+ years of leadership experience managing cloud operations, service delivery, or infrastructure teams. • Strong knowledge of public cloud platforms including Microsoft Azure, AWS, and/or Google Cloud Platform. • Experience managing enterprise-scale cloud environments in highly regulated organizations. • Deep understanding of ITIL service management principles and operational processes. • Experience with incident, problem, change, and release management. • Strong understanding of cloud infrastructure, networking, security, resiliency, and disaster recovery. • Proven ability to lead cross-functional teams during major incidents and operational events. • Exceptional communication, stakeholder management, and executive presentation skills.

Preferred Qualifications • ITIL Foundation or ITIL Managing Professional Certification. • Microsoft Azure, AWS, or Google Cloud certifications. • Experience with SRE, DevOps, Infrastructure as Code (Terraform), and automation platforms. • Experience supporting financial services, healthcare, or other regulated industries. • Familiarity with observability platforms such as Datadog, Splunk, Dynatrace, AppDynamics, or Azure Monitor. • Knowledge of cloud financial manag

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