About Northern Trust

As a global leader in creative 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 Product & Functional Lead for Knowledge Management and Availability Management is responsible for defining the vision, strategy, governance, adoption, and continuous improvement of these enterprise ITSM capabilities.

This role serves as the functional owner for the associated processes, platforms, reporting,



and business outcomes, ensuring alignment with ITIL best practices, organizational objectives, and operational resilience goals. The position drives service excellence through robust governance, measurable KPIs and OKRs, data-driven decision making, and modern capabilities including AI, automation, predictive analytics, and self-service enablement

Key Responsibilities

Product Strategy & Functional Ownership
- Define and maintain the roadmap, governance model, and maturity plan for Knowledge Management and Availability Management.
- Act as the functional owner for associated processes, capabilities, policies, standards, and controls.
- Ensure alignment with ITIL practices, compliance requirements, audit expectations, and business objectives.
- Drive process standardization, adoption, effectiveness, and continual service improvement across global technology teams.
- Partner with business and

📌 Sr Manager ITSM Service Delivery (Pune)
🏢 Northern Trust
📍 Pune