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S&P Global
Princeton, NJ; US - NJ - PRINCETON ONE INDEPENDENCE WAY 37.5 HRS
Source: S&P Global careers · View original posting
From S&P Global's posting. “We” and “our” refer to the employer.
13 S&P DIGITAL TECHNOLOGY SERVICES - Corporate
Location: Princeton, NJ (Hybrid - 2 days per week onsite)
The Director – Enterprise Service Experience will lead the strategy, design, and execution of a next-generation service model that delivers seamless, end-to-end support and fulfillment experience for employees across the enterprise.
This role operates at the intersection of user support, service operations, and experience design , ensuring that all employee interactions—from incident resolution to service requests and ongoing support—are delivered through a frictionless, intelligent, and AI-powered ecosystem .
The leader will drive a shift toward proactive, predictive, and highly automated service operations , while maintaining world-class reliability, responsiveness, and user satisfaction.
Key Assessment Areas
AI & Technology Innovation Demonstrated experience leveraging AI, GenAI, AIOps, automation, self-healing capabilities, virtual agents, and advanced analytics to improve service delivery and user experience.
Ability to identify emerging technologies and translate them into practical business outcomes, productivity gains, and operational efficiencies.
Strong understanding of AI governance, adoption strategies, and technology modernization.
Technology Delivery & Service Management Proven track record leading enterprise-scale of Service Desk, Infrastructure, Cloud Operations, Incident, Problem, Change, and Major Incident Management functions.
Experience driving operational excellence, reducing service disruptions, improving MTTR, increasing automation, and delivering measurable service outcomes for end user services.
Strong focus on service reliability, operational readiness, and continuous improvement.
People Leadership Successful experience building, developing, and leading high-performing global teams.
Ability to drive accountability, foster collaboration, manage organizational change, and create a culture focused on customer experience and operational excellence.
Experience coaching leaders, succession planning, talent development, and driving employee engagement.
Enterprise Service Experience Deep understanding of employee and customer experience across the end-to-end service lifecycle.
Experience implementing XLAs, CSAT programs, customer journey mapping, Voice of Customer initiatives, etc.
Compensation
S&P Global states that the anticipated base salary range for this position is $170,000 to $205,000 . Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.
This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here .
What’s In It For You?
Advancing Essential Intelligence.
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.
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.
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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