Director - Enterprise Service Experience

About the Role:
Grade Level (for internal use):
13The 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 Responsibilities AI-Driven Service Innovation

• Lead the adoption of AI, automation, and virtual agent technologies to transform enterprise support capabilities
• Enable zero-touch resolution through self-service, automation, and self-healing capabilities
• Identify and eliminate manual, repetitive activities across support and fulfillment processes

End-to-End Service Operations Excellence

• Oversee the delivery of enterprise support services, including incident management, request fulfillment, and user assistance
• Ensure consistent, high-quality execution of day-to-day service operations across global environments
• Drive improvements in key operational metrics:
  • Mean Time to Resolve (MTTR)
  • First Contact Resolution (FCR)
  • Service request cycle times
• Establish governance and performance standards to ensure reliability and scalability

Experience-Led (CX) Design

• Deliver a unified, omnichannel experience across all service touchpoints (chat, voice, mobile, self-service portals)
• Champion employee experience (EX/CX) as a core service outcome
• Implement experience-level metrics (XLAs) in addition to traditional SLAs
• Use data and insights to provide personalized, context-aware support journeys

Predictive & Data-Driven Operations

• Leverage analytics platforms (e.g., Nexthink, ServiceNow, Splunk) to:
  • Detect patterns and recurring issues
  • Predict disruptions before impact
  • Enable proactive remediation
• Continuously optimize service performance through data-driven decision making

Service Delivery Strategy & Execution

• Define and execute a scalable service delivery strategy aligned to enterprise priorities
• Drive alignment between service operations, support functions, and digital workplace capabilities
• Ensure services are delivered consistently across business units and geographies
• Manage service performance, demand, and capacity planning

Human + AI Operating Model

• Evolve team capabilities to support modern service environments, including:
  • Automation design
  • AI enablement
  • Experience management
• Transition teams toward higher-value, outcome-focused roles
• Build a culture of continuous improvement, innovation, and ownership

Enterprise Collaboration & Integration

• Partner with cross-functional teams including:
  • ITSM platform teams
  • Infrastructure and cloud teams
  • End User Computing and Digital Workplace
• Ensure seamless integration of service operations into broader enterprise platforms and workflows
• Enable a cohesive, enterprise-wide service experience

What We're Looking For 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
• 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

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 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

Global Hiring and Opportunity at S&P Global:
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. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com . S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here .

Equal Opportunity Employer
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

10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)