# Director – Enterprise Service Experience

**Company**: S&P Global
**Location**: Princeton, NJ
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $170,000 to $205,000
**Category**: IT
**Industry**: Technology

**Apply**: https://spgi.wd5.myworkdayjobs.com/en-US/SPGI_Careers/job/Princeton-NJ/Director---Enterprise-Service-Experience_329519-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/director-enterprise-service-experience-bf9afa10-99b/

## Description

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.

- **Technology Delivery & Service Management**: Proven track record leading enterprise-scale of Service Desk, Infrastructure, Cloud Operations, Incident, Problem, Change, and Major Incident Management functions.

- **People Leadership**: Successful experience building, developing, and leading high-performing global teams.

- **Enterprise Service Experience**: Deep understanding of employee and customer experience across the end-to-end service lifecycle.

**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 and intelligent virtual agents

- Experience leveraging analytics and monitoring platforms to drive data-driven decision making, predictive insights, and continuous service improvement

- Strong leadership experience overseeing high-volume, global service desk and service delivery operations

- 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:** The anticipated base salary range for this position is $170,000 to $205,000.

**Benefits:**

- 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.

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## Skills

### Required
- AI
- GenAI
- AIOps
- automation
- self-healing capabilities
- virtual agents
- advanced analytics
- ITSM frameworks
- ITIL
- machine learning platforms
- intelligent virtual agents
- analytics and monitoring platforms

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Source: [Apply at spgi.wd5.myworkdayjobs.com](https://spgi.wd5.myworkdayjobs.com/en-US/SPGI_Careers/job/Princeton-NJ/Director---Enterprise-Service-Experience_329519-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)