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.

Senior Lead, Service Delivery - IT Service Desk

Work Location – Pune, India
Job: Information Technology

The Sr Lead, Service Delivery - IT Service Desk is responsible for managing global IT Service Desk operations and ensuring the delivery of high-quality support services to Northern Trust employees and contractors.



This role combines operational leadership, service governance, stakeholder management, and continuous improvement, with a focus on enhancing user experience, improving service performance, and driving efficiencies through process optimization, self-service, knowledge management, and automation.

Key Responsibilities

Service Delivery & Operations
- Lead day-to-day IT Service Desk operations, ensuring high-quality support, service reliability, and positive user experiences.
- Manage and continuously improve SLAs, KPIs, and experience‑based metrics to drive service quality and accountability.
- Serve as the primary escalation point for critical operational issues, major incidents, and executive‑level support needs.
- Lead and participate, as required, in Incident, Problem, Change and Critical Incident Management processes related to IT Service Desk operations.
- Provide operational insights and reporting to

📌 Senior Lead, Service Delivery (Pune)
🏢 Northern Trust
📍 Pune