ITSM Service Excellence Leader

Northern Trust

. Lead the automation, optimization, and maturation of the IT Service Management function .

Posted 10/15/2026full-timeLimerick • IrelandSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in IT Service Management, focusing on automation, optimization, and ITIL-based processes. Capable of leading strategic initiatives and influencing stakeholders in high-demand environments while ensuring compliance and operational excellence.

Highest-signal resume keywords

ITIL/ITSM ExpertiseAutomation Strategy LeadershipStakeholder ManagementKPI/KRI OperationalizationRisk-Based Decisioning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITILITSMAutomationAI/MLRPAGovernanceContinuous ImprovementProcess OptimizationData-Driven InsightsOperational Visibility

Soft Skills

Excellent CommunicationAnalytical SkillsMentoringInfluencing Without AuthorityFacilitation

Tools & Technologies

OrchestrationWorkflow AutomationDashboardsAutomated Reporting

Certifications & Qualifications

ITIL CertificationAutomation CertificationsAI/ML Certifications

Industry Keywords

BankingFinancial ServicesCOBITISO/IEC 20000Regulated Operating Environments

Tech Stack

Tools & technologies

ITSMRPA

About the role

Key responsibilities & impact

Lead the automation, optimization, and maturation of the IT Service Management function
Transform IT services from manual, compliance-heavy processes to automated, data-driven, and resilient ITSM operations
Interface with senior executives to drive strategic outcomes and day-to-day service delivery priorities
Serve as the enterprise authority on ITIL-based processes
Lead continuous optimization of ITSM processes to reduce friction, manual effort, and cycle time
Define and enforce process guardrails, decision frameworks, and risk-based controls
Manage priorities across a multi-threaded, high-demand environment
Drive an automation-first strategy using AI, orchestration, and workflow automation
Partner with engineering, platform, and tooling teams to embed automation into ITSM workflows and deployment pipelines
Identify and retire low-value manual controls, replacing them with automated controls
Define and operationalize KPIs, KRIs, and experience metrics
Sponsor dashboards and automated reporting for real-time operational visibility
Use data-driven insights to refine process design
Advise technology, risk, audit, and business stakeholders
Facilitate global forums, workshops, and working groups
Mentor and develop ITSM practitioners

Requirements

What you’ll need

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
ITIL Certification (Intermediate or higher strongly preferred)
Automation, AI/ML, or RPA-related certifications
Right to work in Ireland at the time of application and for the duration of employment
Must not require employment permit sponsorship

Benefits

Comp & perks

Flexible and collaborative work culture
Movement within the organization is encouraged
Accessible senior leaders
Inclusive workplace
Philanthropy and community service opportunities
Reasonable accommodations for individuals with health conditions and disabilities