Mainframe Services Delivery Manager

**Title : Mainframe Services Delivery Manager** (Individual Contributor)**Description - External** **Mainframe Services Delivery Manager** Technology is seeking a results-driven, self-directed individual to join Northern Trust as a Manager for the IBM Mainframe environment. This individual will be responsible for working with the Engineering Leads and the Managed Service Provider (MSP) in providing L1.5/L2/L3 escalation support, improving upon the current processes to precipitate better and faster support of mainframe services. The role will include ensuring that the MSP meets all established SLAs/KPIs, participating on critical SWAT calls to speed resolution and learn the business, creating reports in Service Now, performing trend analysis toward alert improvements and/or issue resolution, and driving the MSP root cause analysis process to meet reporting goals. We are seeking a candidate who has leadership potential, is passionate about his / her role and has good general technical understanding to lend to excellence in the Mainframe space.This position is a liaison between engineering team and Managed Service Provider overseeing the Operations of the Mainframe infrastructure environment. Tasks include:* Providing excellent, customer centric service* Approving quality infrastructure changes: changes that are formed correctly, completed without change violations and errors and causing no production outages* Ensuring incident, problem, vulnerability, request, change ticket SLAs are met using ServiceNow* Following up on all tickets breaching SLA to work consistently on vendor accuracy, speed, and customer service experience* Meeting with MSP management bi-weekly to drive performance – which entails tracking ticket statistics and trends* Working with management from other teams to ensure that multi-tower research rapidly moves forward* Completing audit requests for data for Enterprise Middleware Services and Performance and Analytics teams* Ensuring timely patches and fixes are applied* Motivating the team toward automation creations and process improvements* Working well with a global team, leadership/management, other technical and business teamsDriving SWAT issues without needing the engineering team assistance in timely manner – e.g., taking charge, drive decisions, and demonstrating take charge / excellent comm skills**Responsibilities** * Risk management – ensuring proper coverage / resources throughout shifts with appropriate numbers and levels of resources* Leadership of SWAT calls, direction of research, response to questions / reporting during / after the event* Ensuring that documentation for major SINCs is created, reviewed, acceptable for executive audiences* Driving the MSP toward successful DR capability* Ensuring that the MSP performs capacity management and forecasting* Ensuring that the MSP performs configuration management* Driving the MSP toward root cause analysis with other towers* Attesting to updates in the CMDB* Queue / SLA management (overseeing the MSP in this role)* Trend analysis to highlight opportunities for improvement* Driving the MSP toward ensuring hot line coverage, on call rotational updates in ServiceNow* Driving the MSP toward training and support documentation maintenance* Onboarding of new MSP members* Audit response management* Metrics / Reporting* ITSM approvals and compliance updates* Attendance at change management discussion meetings* Attending the Change Approval Board (CAB)insupport of ServiceNow changes for the Mainframe tower* Quarterly access review oversight* Regular meetings with vendor, NT vendor office, and Engineering teams to maintain / build relationships**Qualifications** **Required:** Past experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance and agilityExperience in using current industry standard business tools for communication, collaboration, planning, tracking and reporting.Excellent analytical, organizational, time management, verbal, and written skills and be detail-oriented Experience in leading / driving Major Incident calls to speed resolution Self-starter with ability to work*independently*under pressure and react quickly and in support of changing priorities 3+ years of ITSM process experience: Service-Now or similar ticket system Previous management / leadership experience, with a demonstrated ability to effectively collaborate and influence others while ensuring all targets are met, on schedule and within parametersProficient written and oral communication skills * Committed to high quality standards and making continuous improvements* IBM Mainframe experience* ITIL certified* Able to think conceptually - need to understand the appropriate level of detail to create in models to solve problems* Able to build consensus, use active listening skills, and work harmoniously with others in getting a job done while promoting a culture of teamwork, excellence, and integrity* Able to work in a face-paced environment, and adapt to change***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**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**We’d love to learn more about how your interests and experience could be a fit with one of America’s best banks and most sustainable companies! Build your career with us andapply today.**experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.* #J-18808-Ljbffr

Created: 2025-09-18