Head of IT Service Management - APAC

APAC Head of IT Service Management

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role Overview

The Senior Director of IT Service Management provides enterprise‑wide strategic leadership for IT Service Management, owning the vision, operating model, and transformation roadmap with ServiceNow as the core platform. This role shapes how IT delivers value to the business, governs service quality at scale, and drives cross‑functional adoption of service management as a business capability—not just an IT function.

This is a strategy‑setting, outcome‑owning role with accountability for service maturity, customer experience, risk posture, and financial efficiency across the organization.

Key Responsibilities

Enterprise Strategy & Transformation

• Define and own the enterprise IT Service Management strategy and multi‑year roadmap
• Position Service Management as a business‑enabling capability, extending beyond IT into Enterprise Service Management (ESM)
• Drive large‑scale operational transformation, automation, and experience modernization initiatives

Executive Governance & Decision‑Making

• Establish enterprise‑level service governance frameworks, policies, and controls
• Act as the executive escalation point for major service outages, risks, and regulatory impacts
• Present service performance, risks, and investment recommendations to C‑level leadership

ServiceNow Platform Ownership

• Co-own ServiceNow platform strategy, funding model, and long‑term evolution
• Sponsor major platform expansions (ITSM, ITOM, ESM, integrations, AI/automation)
• Ensure strong architectural discipline, platform governance, and value realization
• Own and drive compliance, audit and regulatory fulfilments

Financial & Vendor Leadership

• Co-own service management budgets, cost optimization strategy, and ROI tracking
• Lead strategic vendor partnerships and executive‑level contract negotiations

Organization & Leadership

• Build and lead highly efficient service management teams
• Develop future leaders, succession plans, and service management capabilities at scale
• Drive a culture of accountability, data‑driven decision‑making, and continuous improvement
• Executive‑level communication and stakeholder management skills
• Strong decision‑making and problem‑solving capabilities
• Ability to influence across functions and lead change at scale

Metrics & Analytics

• Experience defining and using operational KPIs, service dashboards, and analytics
• Data‑driven mindset with a focus on outcomes and customer experience

Experience & Qualifications

• 20+ years of IT experience with 10+ years in senior service management leadership
• Proven experience leading enterprise or global ITSM transformations
• Deep expertise with ServiceNow as a strategic platform, not just a tool
• Strong executive presence and board‑level communication skills

Certifications (Preferred)

• ITIL 4 Managing Professional / ITIL Expert
• ServiceNow Certified Implementation Specialist or Certified System Administrator
• PMP, SAFe, or other leadership certifications (preferred)

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Bangalore Office

The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees.  In this stunning office, space, we offer fantastic amenities which include our Arrival Hub – Jungle, the GameZone, and the Employee Experience Zone that appeal to both clients and employees. Learn more.

Experience Level

Executive Level