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    IT Service Delivery Manager, End User Computing - Chicago, United States - Northern Trust

    Northern Trust
    Northern Trust Chicago, United States

    1 week ago

    Northern Trust background
    Description

    ** IT Service Delivery Manager, End User Computing (EUC), Engineering**

    ****

    New As a leader within the Digital Workplace Technology team, this role contributes to the development and enhancement on digital workspace solutions that enable our on-site, mobile and remote workforce for end user computing as a whole. **Responsibilities** * Manages and monitors the delivery of services, prioritization of docket items, and the outcomes for the various EUC engineering areas and services under their remit.

    Provides a balanced, cross-functional perspective, liaising with technical support organizations and the business globally to ensure consistency and to help improve efficiency, effectiveness and productivity.

    Performs EUC engineering development and initiative management focused on executing strategic activities that cross functional lines.

    Drives to best in class service and user experience as it relates to capabilities, processes, formality and execution through fostering, raising/tracking issues and conflicts, removing barriers, facilitating solutioning and escalation with a cadence to lead continuous improvement.

    Identifies trends through root cause analysis of incidents, and works with relevant teams to ignite initiatives to solution by way of application/infrastructure change, communication or partner education.

    Provides leadership and problem solving in the management of day to day operational activities of EUC engineering while balancing the responsibilities of various domains including IT Change Management, Incident Management, and Problem Management

    Anticipates and tracks operational and tactical risks and provides strategic solutions.

    Ensures effective communication and updates for Operational Activities including tactical and strategic plans, Major Incidents, and stability.

    Oversees and reports weekly, monthly, quarterly, and annual metrics for EUC technologies

    Serves as escalation point for major Incident and triage activities related to EUC Engineering

    Works closely with Operations team reporting to other technology towers and Chief Technology Officer Operations Hub

    Coach, mentor, train and support team members in the fulfillment of their operational day-to-day obligations

    Provides direction to offshore and onshore Digital Workplace support teams

    Stays up to date on industry regulations, trends, and technology.

    ***Knowledge/Requirements***

    Bachelor's Degree or higher in relevant field or equivalent work experience

    Related technology certifications a plus: e.g. ITIL certifications, engineering certifications

    6+ years of direct IT operations and engineering experience

    6+ years experience of various IT methodologies and principles for the following

    on-prem, cloud and hybrid cloud enterprise infrastructure, MDM / MAM, and support model implementations for Microsoft Windows, OSX and iOS

    supporting technologies including but not limited to authentication, networking, e.g. routing protocols/technologies TCP/IP, DHCP, DNS, LAN, WAN, Wireless and VPN, peripherals, active directory services, GPO

    Operating system deployment, driver management, encryption, etc for Microsoft Windows, OSX and iOS

    Microsoft ATP, Microsoft Defender ATP, MDAV, Azure RMS, Symantec DLP, MFA,

    maintenance and change including patch management, vulnerability management, change management, application testing, packaging and deployment.

    Apple MDM, MAM and compliance, software alternatives, and related technologies/components including but not limited to Apple Business Manager, DEP, VPP, Apple Configurator, MySQL, VMware & Windows server.

    end point conferencing platforms like Microsoft Teams, Cisco Jaber, Cisco WebEx and Zoom

    Global technology experience working with various towers and teams

    Experience with maturing operations and engineering processes, documentation, monitoring capabilities and queue workflow

    ITSM model (Service Now integrations a plus)

    Excellent oral and written communication skills are required

    Highly flexible and adaptable to change

    strong analytical ability, judgment and problem analysis techniques, excellent communication skills, and the ability to work effectively with client and IT management, staff and vendors.

    A self-starter with a passion for technology, teamwork, overcoming challenges, prioritization, problem solving, diagnosis/troubleshooting & providing exceptional customer service

    Strong adaptation skills including the ability to communication at all levels, analytical ability, strong judgment and management skills, and the ability to work effectively with partners, staff, vendors, IT and operational leaders.

    Leadership and organizational skills are required to manage multiple projects, develop periodic goals, manage and motivate team members towards the goals set, and ensure formality as a standard.

    ***About Northern Trust:***

    *Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial* *experience and nearly 20,000 partners, we serve the worlds most sophisticated clients using leading technology and exceptional service.*

    ***Working with Us:***

    *As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company* *that is committed to strengthening the communities we serve* **

    *We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:*

    **Gender Equality Index Member** , *Bloomberg*

    **Top Financial & Banking Company** , *Black EOE Journal*, *Hispanic Network Magazine, **Professional WOMAN'S Magazine***

    *Wed love to learn more about how your interests and experience could be a fit with one of Americas best banks and most sustainable companies Build your career with us and apply today.*

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