About Northern Trust
As a global leader in innovative 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.
About the Role
- Lead the end-to-end product management of the ServiceNow platform at Northern Trust
- Define and execute a strategic vision and roadmap through a federated operating model across business, technology, and risk stakeholders
- Drive the implementation, governance, optimization, and expansion of ServiceNow modules, including ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM, and AI-enabled capabilities
- Ensure the platform delivers business value, operational efficiency, regulatory compliance, and cost optimization
Key Responsibilities
Product Strategy & Vision
- Define and own the ServiceNow platform vision, strategy, and multi-year roadmap
- Translate enterprise priorities into a cohesive product strategy across modules and domains
- Lead a federated roadmap planning process across business units, ensuring alignment and prioritization
- Drive adoption of platform-first and automation-first principles
Platform Governance & Delivery
- Establish and enforce platform governance models (design authority, standards, data models, and architecture guardrails)
- Ensure consistent implementation of best practices, reusable components, and scalable design
- Oversee delivery of strategic programs across ServiceNow Modules in a federated partnership with assigned Capability Level Product Owners
- Partner with engineering and operations teams to ensure resiliency, scalability, and performance
AI & Intelligent Automation Strategy
- Define and execute roadmap for AI/GenAI capabilities within ServiceNow (e.g., virtual agents, predictive intelligence, Now Assist)
- Identify high-impact use cases for:
- Automation of service operations
- Predictive incident/problem management
- Intelligent workflows and self-healing systems
- Establish governance for AI adoption, model transparency, and responsible AI usage
- Measure and track AI-driven outcomes (deflection rates, automation % , MTTR reduction)
Vendor & Ecosystem Management
- Own strategic relationship with ServiceNow and implementation partners
- Drive vendor performance through:
- Quarterly business reviews (QBRs)
- Value realization and KPI tracking
- Innovation alignment and roadmap influence
- Evaluate and onboard ecosystem tools and integrations to extend platform capabilities
Financial & Cost Management
- Manage platform TCO (Total Cost of Ownership) including licensing, infrastructure, and operational costs
- Develop and execute cost optimization strategies
- Drive transparency through chargeback/showback models
- Ensure optimal utilization of ServiceNow licenses and features
Data Management & Insights
- Define and govern ServiceNow data strategy, including:
- CMDB maturity and accuracy
- Data quality frameworks
- Data ownership and stewardship
- Enable data-driven decision making through dashboards, reporting, and analytics
- Integrate ServiceNow data with enterprise data platforms (e.g., data lake, analytics tools)
Stakeholder & Federated Engagement
- Act as the single point of accountability for platform outcomes
- Partner with:
- Business stakeholders
- IT operations and engineering
- Risk, compliance, and audit teams
- Facilitate alignment across a federated model with distributed ownership
- Drive change management, adoption, and user experience improvement
Key Deliverables
- Enterprise ServiceNow strategy and roadmap
- AI adoption roadmap and value realization metrics
- Platform governance framework and standards
- Cost optimization plan and financial model
- Data governance maturity roadmap
- Vendor performance and innovation roadmap
Required Qualifications
- 10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms
- 5+ years of deep ServiceNow platform experience across multiple modules
- Proven experience in large-scale ServiceNow implementations in financial services or regulated environments
- Strong understanding of:
- ITIL / ITSM frameworks
- Enterprise architecture principles
- Risk and compliance requirements (SOX, audit, etc.)
- Experience managing federated product models and cross-functional stakeholders
Preferred Qualifications
- ServiceNow certifications (e.g., CSA, CIS – ITSM/ITOM/IRM, Certified Product Owner)
- Experience with AI/ML or GenAI capabilities within ServiceNow or similar platforms
- Exposure to cloud platforms, data platforms, and automation frameworks
- Experience driving platform standardization and consolidation initiatives
Key Competencies
- Strategic thinking with strong execution focus
- Stakeholder influence and executive communication
- Data-driven decision making
- Vendor negotiation and partnership management
- Strong governance and risk mindset
- Continuous improvement and innovation orientation
Success Metrics
- Platform adoption and user satisfaction
- Reduction in incident volumes and MTTR
- Automation and AI-driven efficiency gains
- Cost optimization and license utilization
- CMDB accuracy and data quality improvements
- Delivery of roadmap milestones and business value realization
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 committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.
About Our Pune Office
The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.
Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.
Skills Required
- 10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms
- 5+ years of deep ServiceNow platform experience across multiple modules
- Proven experience in large-scale ServiceNow implementations in financial services or regulated environments
- Strong understanding of ITIL / ITSM frameworks
- Strong understanding of enterprise architecture principles
- Strong understanding of risk and compliance requirements (SOX, audit)
- Experience managing federated product models and cross-functional stakeholders
- ServiceNow certifications (CSA, CIS - ITSM/ITOM/IRM, Certified Product Owner)
- Experience with AI/ML or GenAI capabilities within ServiceNow or similar platforms
- Exposure to cloud platforms, data platforms, and automation frameworks
- Experience driving platform standardization and consolidation initiatives
Northern Trust Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Northern Trust and has not been reviewed or approved by Northern Trust.
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Retirement Support — A 401(k) with company match alongside an employer‑funded defined‑benefit pension is highlighted in employer‑verified materials and filings, setting the retirement package apart from many private employers.
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Leave & Time Off Breadth — PTO is portrayed as solid overall, and two paid volunteer days per year are clearly documented across corporate materials.
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Parental & Family Support — Company sources and postings reference paid parental and caregiver leave and recent enhancements to parental benefits, indicating meaningful family support within the package.
Northern Trust Insights
What We Do
As a global leader in innovative wealth management, asset servicing and investment solutions, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. A globally recognized Fortune 500 Company in continuous operation since 1889, we’ve built a legacy of empowering clients to reach their goals with confidence. Since our roots as a trust bank, we’ve grown to a global presence with more than 24,000 employees in more than 20 countries and across six core business units: Wealth Management Asset Management Asset Servicing Technology Corporate Functions Enterprise Operations Join a Team That’s Achieving Greater At Northern Trust, we refer to our employees as partners – with good reason. We understand that relationships are the key to our success. Here you’ll join a diverse and inclusive team of innovators with the drive to challenge the way things have always been done. Instead of choosing between a dynamic career and work-life balance, enjoy working with a team that supports your goals in the office and at home. We’ll help you get where you want to go without sacrificing what matters most to you. Delivering value and adhering to our enduring principles What are enduring principles? Since our founding, they have guided our strategy and success. Thanks to the dedication of our partners, Northern Trust continues to thrive by adhering to three enduring principles: service, expertise and integrity . What does this mean? Service Northern Trust has a relentless drive to provide exceptional service to our clients, our partners and our communities. We set new standards and go above and beyond in our commitment to delivering greater results. Expertise Expertise is at the core of who we are. We focus sharply on what we do well. From expanding our capabilities, to hiring talented professionals to developing innovative solutions, our expertise is why we continue to be a trusted advisor for generations of families and institutions. Integrity Operating with uncompromising ethics is central to Northern Trust’s heritage. As a result, our clients, partners and communities know they can rely on us. For more than 130 years, our integrity has been our guide – and that will never change.
Why Work With Us
At Northern Trust, we go further because we go together. We embrace flexibility, encourage balance, and prioritize inclusion at all levels, working together to keep you connected. We are committed to our employees—all 24,000 of them. Whether this is a first step or a bold new leap in your career, we’re here to help you move forward.
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