15 days old

VMWare Service Delivery Manager

Northern Trust
Naperville, IL 60540
  • Job Code
VMWare Service Delivery Manager


Northern Trust is seeking a VMWare Service Delivery Manager. Day to day, this person will be responsible for managing a large VMware Environment utilizing multiple Managed Service Providers (MSP). This position will lead Engineers Multiple MSPs that maintain the private cloud as well as our legacy VMWare infrastructure. In addition, this position will be responsible to ensure managed service providers are delivering on their SLAs , ensure they are following best practices , and improving the stability of the VMWare Environment. We are looking for someone who is excited to collaborate in a team, work with many different teams, help create and drive our Private Cloud VMWARE Strategy to meet business objectives.

Success in this role requires an experienced Service Delivery Manager to focus on working with managed services provides to improve the stability and availability of Northern Trust's Private Cloud and Legacy environments.

The Service Delivery Manager is a critical part of a global team. Candidates should have a broad range of management, technical and organizational skills. Additionally candidates will be expected to deliver operational efficiencies through automation, analytics and process improvements for the wider Cloud and Server Build and Operations teams.

Northern Trust business operates as a 24 X 7 basis, requiring on-call availability (weekdays at work, evenings, and weekend for service/system related incidents).

Job Description

Providing excellent, customer centric service

Management of large VMWare environments

Oversee management of diverse hardware platform (VxRail, Nutanix, HP, etc.)

Experience supervising Managed Services Providers and Internal offshore teams

Ensure Managed Services provider are delivering on the contracts and ensure they are addressing gap in delivery.

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 Service Now

Address business and technical stakeholder requirements and translating these to appropriate solution architectures

Lead troubleshooting of complex distributed environments pertaining to connectivity and application performance and monitoring tools

Working with management from other teams to ensure that multi-tower research rapidly moves forward

Lead the effort to improve availability, performance, and scalability of applications, platforms, and infrastructure by establishing sound SRE best practices

Review & establish monitoring strategy establish unified toolset for observability, traceability, log aggregation.

Completing audit requests for as required

Ensuring timely patches and fixes are applied


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 Service Now

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

Serving on the Change Approval Board (CAB)

Quarterly access review oversight

Regular meetings with vendor, NT vendor office, and Engineering teams to maintain / build relationships

Core Skills:

Solid and in-depth production experience in managing service providers and offshore internal resources

Strong leader of people and the ability to motivate and growth technical resources.

Ability to lead troubleshooting of major outage under pressure situations.

Ability to plan and lead large projects and work efforts.

Demonstrated understanding of VMware's SDDC suite (vCF/ESXi/vCenter/vSAN/NSX-T/ vRLI/vROPS/vRLCM)

Experienced working with a team on large, complex environments

Understanding of software and/or application lifecycle and the implementation of security principals throughout

Excellent partner & teammate to peers: able to influence and resolve across organizational lines and willingness to mentor others based on your history and skillset

Preferred Qualifications

Domain level understanding of cloud infrastructures including compute, network, and storage as well as cloud management areas

Experience with configuring, hardening, and testing base VMware, Windows and Linux Operating Systems

Experience with software development lifecycle. Experience with version management and ticketing systems such as Git, and Jira

Experience with monitoring, metrics, and visualization with tools like Splunk, Azure Sentinel.

Understanding of network security design including segmentation, encryption, logging and monitoring, software defined networking (NSX-T), and NSX Advanced Load Balancer(AVI) a plus

Familiarity with vulnerability management technologies a plus

Knowledge in Financial Services and FinTech is a plus

Understanding of automation languages and how they are used to build infrastructure automation.

Networking knowledge DNS, DHCP, IPAM, VLAN/VXLAN, Virtual switch/NIC configuration, F5 BigIP is a plus

Open Source software and code management platforms

Experience with event analytics is desirable

Committed to high quality standards and making continuous improvements

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 experience and nearly 20,000 partners, we serve the world's 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
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 and apply today.

Additional Information

Posted: 2022-06-17 Expires: 2022-07-16
Sponsored by:
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Sponsored by:
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VMWare Service Delivery Manager

Northern Trust
Naperville, IL 60540

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