Director – Enterprise Service Experience

About the Role: Grade Level (for internal use): 13 S&P DIGITAL TECHNOLOGY SERVICES - Corporate The role: Director – Enterprise Service Experience 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. What We’re Looking For Basic Required Qualifications 10+ years of progressive leadership experience in service desk and service delivery and digital transformation initiatives Proven track record of leading large-scale AI and automation transformations , with deep expertise across enterprise support environments, including service desk operations and service delivery functions 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: Machine learning platforms Intelligent virtual agents (e.g., ServiceNow Virtual Agent, AI Agent Framework) Experience leveraging analytics and monitoring platforms (e.g., ServiceNow Performance Analytics, Nexthink, Power BI) to drive: Data-driven decision making Predictive insights Continuous service improvement Strong leadership experience overseeing high-volume, global service desk and service delivery operations , ensuring performance across: Incident resolution Service request fulfillment End-user support channels Outstanding communication and stakeholder management skills , with experience engaging executive leadership and driving cross-functional alignment across IT and business teams Bachelor’s degree in Computer Science, Information Technology or a related field. Compensation/Benefits Information: (This section is only applicable to US candidates) 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? Our Mission: Advancing Essential Intelligence. Our People: 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. Our Values: 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. Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. 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