Northern Trust

ITSM Automation & Optimization Leader (ITIL Expert)

Northern Trust$137K — $240K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

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.

Responsibilities

  • Lead global transformation of Change and Release Management functions, focusing on automation and AI adoption.
  • Drive automation of change execution workflows using AI and modern deployment tools.
  • Optimize the global Release Management function for consistent, repeatable delivery.
  • Implement a global Patch Management capability across technology towers.
  • Enhance governance capabilities for managing high-risk events via data analysis.
  • Collaborate with IT teams to integrate AI-driven insights into change planning.
  • Monitor KPIs and develop automated reporting for performance tracking.

Benefits

  • Comprehensive retirement benefits including 401k and pension.
  • Health and welfare benefits such as medical, dental, and vision coverage.
  • Flexible paid time off and parental/caregiver leave policies.
  • Life and accident insurance coverage.
  • Discretionary bonus program that may include an equity component.
Full Job Description
Northern Trust is seeking a senior ITSM leader and ITIL expert to lead the automation, optimization, and maturation of IT Service Management function. This role is accountable for transforming how IT services are governed, executed, and continuously improved-shifting from manual, compliance-heavy processes to automated, data-driven, and resilient ITSM operations within a high-volume and time-critical environment.

This is a highly visible leadership role balancing "run-the-bank" stability with "change-the-bank" transformation, operating within a dynamic, high-velocity operating model that requires strong ITIL judgment, deep automation expertise, and the ability to influence in a matrixed environment across global technology teams.

What You'll Do

ITSM Process Leadership & Optimization
  • Interface with senior executives across the organization to drive strategic outcomes and day-to-day service delivery priorities, delivering operational excellence while enabling risk reduction in a deadline-sensitive delivery model.
  • Serve as the enterprise authority on ITIL-based processes, ensuring they are scalable, risk-aligned, and fit-for-purpose within a complex, high-throughput operational environment.
  • Lead continuous optimization of ITSM processes, reducing friction, manual effort, and cycle time while improving quality, compliance, and delivery at pace and scale.
  • Define and enforce clear process guardrails, decision frameworks, and risk-based controls, balancing speed with strong governance and control adherence.
  • Manage priorities across a multi-threaded, high-demand environment, ensuring effective execution amid competing priorities and tight timelines.


Automation & Intelligent Enablement
  • Drive an automation-first strategy for ITSM practices, leveraging AI, orchestration, and workflow automation to:
    • Reduce human dependency and error
    • Increase standardization and predictability
    • Enable safe, fast, and repeatable execution in a continuous delivery and improvement environment
  • Partner with engineering, platform, and tooling teams to embed automation directly into ITSM workflows and deployment pipelines, supporting accelerated delivery cycles with appropriate governance controls.
  • Identify and retire low-value manual controls, replacing them with preventative and detective automated controls aligned to high-volume change and release ecosystems.


Metrics, Insights & Value Realization
  • Define and operationalize KPIs, KRIs, and experience metrics that measure effectiveness, risk reduction, and business value in a delivery-focused organization.
  • Sponsor dashboard creation and automated reporting to provide real-time visibility into performance, compliance, and operational trends.
  • Use data-driven insights to continuously refine process design while supporting rapidly evolving priorities and delivery demands.


Collaboration & Influence
  • Act as a trusted advisor to technology, risk, audit, and business stakeholders within a dynamic and evolving workload environment.
  • Facilitate global forums, workshops, and working groups to drive alignment, adoption, and continuous improvement.
  • Mentor and develop ITSM practitioners, elevating process maturity, automation capability, and execution discipline across the organization.


Who You Are:

You are a leader with a passion for ITSM modernization and ITIL practitioner with a drive for process excellence, intelligent automation, and scalable governance. You bring strong judgment, a systems-thinking mindset, and the ability to translate ITIL principles into modern, execution-oriented operating models.

You thrive in high-performance, deadline-driven environments and are comfortable:
  • Navigating rapidly shifting priorities and competing demands
  • Maintaining quality and control in time-sensitive, high-volume operations
  • Demonstrating agility in complex, evolving environments
  • Delivering measurable outcomes at pace and scale


Qualifications
  • 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.


Preferred Certifications
  • ITIL Certification (Intermediate or higher strongly preferred)
  • Automation, AI/ML, or RPA-related certifications


Salary 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.

About Northern Trust

Northern Trust is a global leader in delivering innovative investment management, asset and fund administration, and fiduciary and banking solutions to corporations, institutions, and affluent individuals. They have evolved with the changing needs of their clients and their world.

Northern Trust Careers

Joining Northern Trust means becoming part of a global financial services institution that is dedicated to providing expert guidance and innovative solutions to its clients. At Northern Trust, we pride ourselves on fostering a culture of leadership, diversity, and innovation, which makes us a premier destination for career growth in the financial industry.

Work You’ll Do

At Northern Trust, you will collaborate with some of the most talented professionals in the financial sector. Our team is committed to excellence and equipped with a diverse range of skills that contribute to our dynamic environment. Here, you will have the opportunity to lead projects that transform our services and drive significant value for our clients across the globe.

Explore Job Opportunities and Internships

Whether you are starting your career or looking to make a significant impact in the financial industry, Northern Trust offers a variety of job opportunities and internships that will help you achieve your professional goals. From entry-level positions to leadership roles, our company is actively hiring individuals who are passionate, curious, and driven to excel.

Innovative Work

Northern Trust is at the forefront of financial innovation. Our employees are encouraged to think creatively and leverage cutting-edge technologies to solve complex problems. By joining our team, you will work on pioneering solutions that redefine the standards of financial services.

Be Part of a Great Team

Our team at Northern Trust is more than just a group of employees – we are a community. We value collaboration, and our culture is built on mutual respect and a commitment to diversity and inclusion. Working with us, you will experience a supportive network that is passionate about sharing knowledge and ideas.

Future-Proof Your Career

Northern Trust is dedicated to your professional development. We offer comprehensive benefits, diversity training, and numerous resources to help you grow your career. With our support, you can expand your skills, gain valuable experience, and achieve professional certifications that will enhance your career trajectory.

Stay Connected

Join Our Team

Discover the perfect role for you at Northern Trust by exploring our current job openings that match your skills and interests. We are looking for professionals who are solution-driven and eager to contribute to our legacy of financial excellence.

Keep Up to Date

Stay informed with the latest career tips, industry insights, and professional growth opportunities—all available through our careers blog. At Northern Trust, we ensure that our team members are always ahead in the industry.

Job Alert Emails

Customize your experience by subscribing to job alerts and insider tips tailored to your preferences. At Northern Trust, exciting and rewarding opportunities are always on the horizon, and we are eager to see where your talents can take us. Join Northern Trust today and be part of a company that values innovation, leadership, and a diverse and inclusive workplace. Here, every position is a chance to contribute to something bigger and to turn your job into a meaningful career.
Learn more about Northern Trust
Size
21,100 employees
Market Cap
$18.1 billion
Industry
Net Income
$1.2 billion
Founded
1889
5 Year Trend
+4.9%
Revenue
$6.1 billion
NASDAQ

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