S&P Global

1 week ago

Director – Enterprise Service Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead the strategy, design, and execution of a next-generation enterprise service model that delivers seamless, end-to-end employee support and fulfillment. Own a frictionless, AI-powered ecosystem spanning incident resolution, service requests, and ongoing support. Drive proactive, predictive, and highly automated service operations while improving reliability, MTTR, and user satisfaction. Partner across IT and business teams to deliver measurable service outcomes and operational excellence.

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead strategy, design, and execution of a next-generation enterprise service model for seamless, end-to-end employee support and fulfillment.
•Operate at the intersection of user support, service operations, and experience design to deliver a frictionless, AI-powered support ecosystem.
•Drive a shift to proactive, predictive, and highly automated service operations while maintaining reliability, responsiveness, and user satisfaction.
•Lead enterprise-scale service management functions, including Service Desk, Infrastructure/Cloud Operations, and Incident/Problem/Change/Major Incident Management.
•Build and develop global teams, drive accountability and collaboration, and implement customer-experience programs (e.g., XLAs, CSAT, journey mapping, Voice of Customer).

Pay and Benefits

Salary: USD 170,000 - 205,000 annually

Perks:Health InsurancePaid Leave

Key Requirements

•Bachelor’s degree in Computer Science, Information Technology, or related field, with 10+ years of progressive leadership experience in service desk/service delivery and digital transformation initiatives.
•Proven track record leading large-scale AI and automation transformations across enterprise support environments and service delivery functions.
•Strong understanding of ITSM frameworks (e.g., ITIL) and experience managing end-to-end service environments covering incident management, user support, and service request delivery.
•Demonstrated expertise with AI and automation technologies, including machine learning platforms and intelligent virtual agents (e.g., ServiceNow Virtual Agent, AI Agent Framework).
•Experience using analytics and monitoring platforms (e.g., ServiceNow Performance Analytics, Nexthink, Power BI) to drive data-driven decisions, predictive insights, and continuous service improvement.

Experience:10+ yearsAI automationIT service managementDigital transformation

Education:Bachelor's in Computer Science or Information Technology (or related field)

Skills:CommunicationStakeholder managementLeadershipCross-functional collaborationOperational excellence

Tech Stack:AIGenAIAIOpsAutomationVirtual agentsSelf-healingMachine learningServiceNow Virtual AgentAI Agent FrameworkITSMITILServiceNow Performance AnalyticsNexthinkPower BI

Company Brief

S&P Global

Provides financial information, analytics, benchmarks, and credit ratings to markets and institutions worldwide, offering data, research, indices, and risk assessment tools across the financial services and commodities sectors.

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 1917

Website LinkedIn

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S&P Global

1 week ago

Director – Enterprise Service Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Director level

Key Responsibilities

•Lead strategy, design, and execution of a next-generation enterprise service model for seamless, end-to-end employee support and fulfillment.
•Operate at the intersection of user support, service operations, and experience design to deliver a frictionless, AI-powered support ecosystem.
•Drive a shift to proactive, predictive, and highly automated service operations while maintaining reliability, responsiveness, and user satisfaction.
•Lead enterprise-scale service management functions, including Service Desk, Infrastructure/Cloud Operations, and Incident/Problem/Change/Major Incident Management.
•Build and develop global teams, drive accountability and collaboration, and implement customer-experience programs (e.g., XLAs, CSAT, journey mapping, Voice of Customer).

Pay and Benefits

Salary: USD 170,000 - 205,000 annually

Perks:Health InsurancePaid Leave

Key Requirements

•Bachelor’s degree in Computer Science, Information Technology, or related field, with 10+ years of progressive leadership experience in service desk/service delivery and digital transformation initiatives.
•Proven track record leading large-scale AI and automation transformations across enterprise support environments and service delivery functions.
•Strong understanding of ITSM frameworks (e.g., ITIL) and experience managing end-to-end service environments covering incident management, user support, and service request delivery.
•Demonstrated expertise with AI and automation technologies, including machine learning platforms and intelligent virtual agents (e.g., ServiceNow Virtual Agent, AI Agent Framework).
•Experience using analytics and monitoring platforms (e.g., ServiceNow Performance Analytics, Nexthink, Power BI) to drive data-driven decisions, predictive insights, and continuous service improvement.

Experience:10+ yearsAI automationIT service managementDigital transformation

Education:Bachelor's in Computer Science or Information Technology (or related field)

Skills:CommunicationStakeholder managementLeadershipCross-functional collaborationOperational excellence

Tech Stack:AIGenAIAIOpsAutomationVirtual agentsSelf-healingMachine learningServiceNow Virtual AgentAI Agent FrameworkITSMITILServiceNow Performance AnalyticsNexthinkPower BI

Company Brief

S&P Global

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: New York, United States

Founded: 1917

Website LinkedIn