S P Global Market Intelligence Inc.

Director – Enterprise Service Experience

Princeton, NJ · Director

Sponsorship not specified$170k-$205kDetected 9 days ago

Machine LearningData VisualizationStakeholder ManagementSupply ChainLeadershipCommunicationCollaboration

About the role

Lead the adoption of AI, automation, and virtual agent technologies to transform enterprise support capabilities
Identify and eliminate manual, repetitive activities across support and fulfillment processes
Oversee the delivery of enterprise support services, including incident management, request fulfillment, and user assistance
Drive improvements in key operational metrics:
Experience-Led (CX) Design
Deliver a unified, omnichannel experience across all service touchpoints (chat, voice, mobile, self-service portals)
By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Basic Required Qualifications
Bachelor's degree in Computer Science, Information Technology or a related field, with 10+ years of progressive leadership experience in service desk and service delivery and digital transformation initiatives
Strong understanding of ITSM frameworks (e.g., ITIL) and experience managing end-to-end service environments spanning incident management, user support, and service request delivery
Demonstrated expertise with AI and automation technologies, including:
Experience leveraging analytics and monitoring platforms (e.g.,

Enable zero-touch resolution through self-service, automation, and self-healing capabilities
Ensure consistent, high-quality execution of day-to-day service operations across global environments
Detect patterns and recurring issues
Predict disruptions before impact
Enable proactive remediation
Continuously optimize service performance through data-driven decision making
Define and execute a scalable service delivery strategy aligned to enterprise priorities
Ensure services are delivered consistently across business units and geographies
Manage service performance, demand, and capacity planning
Automation design

Compensation/Benefits Information: (This section is only applicable to US candidates)

Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It's not just about you.
S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.
For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

Advancing Essential Intelligence.
Integrity, Discovery, Partnership
Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead.
We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective.
Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it.
We are changing the way people see things and empowering them to make an impact on the world we live in.
We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.
Join us and help create the critical insights that truly make a difference.
At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions.

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only: Know Your Rights: Workplace discrimination is illegal

This listing is sourced directly from S P Global Market Intelligence Inc.'s careers page and normalized into a canonical job model.