Director – Enterprise Service Experience

S&P Global•Princeton, NJ

10h•Hybrid

About The Position

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.

Requirements

Bachelor’s degree in Computer Science, Information Technology or a related field.
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.
Deep expertise across enterprise support environments, including service desk operations and service delivery functions.
Strong understanding of ITSM frameworks (e.g., ITIL).
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, and continuous service improvement.
Strong leadership experience overseeing high-volume, global service desk and service delivery operations, ensuring performance across incident resolution, service request fulfillment, and 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.

Nice To Haves

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.
Experience driving operational excellence, reducing service disruptions, improving MTTR, increasing automation, and delivering measurable service outcomes for end user services.
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.
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.

Responsibilities

Lead the strategy, design, and execution of a next-generation service model.
Deliver seamless, end-to-end support and fulfillment experience for employees across the enterprise.
Operate at the intersection of user support, service operations, and experience design.
Ensure all employee interactions are delivered through a frictionless, intelligent, and AI-powered ecosystem.
Drive a shift toward proactive, predictive, and highly automated service operations.
Maintain world-class reliability, responsiveness, and user satisfaction.
Leverage AI, GenAI, AIOps, automation, self-healing capabilities, virtual agents, and advanced analytics to improve service delivery and user experience.
Identify emerging technologies and translate them into practical business outcomes, productivity gains, and operational efficiencies.
Lead enterprise-scale Service Desk, Infrastructure, Cloud Operations, Incident, Problem, Change, and Major Incident Management functions.
Drive operational excellence, reduce service disruptions, improve MTTR, increase automation, and deliver measurable service outcomes for end-user services.
Focus on service reliability, operational readiness, and continuous improvement.
Build, develop, and lead high-performing global teams.
Drive accountability, foster collaboration, manage organizational change, and create a culture focused on customer experience and operational excellence.
Coach leaders, conduct succession planning, develop talent, and drive employee engagement.
Implement XLAs, CSAT programs, customer journey mapping, Voice of Customer initiatives, etc.

Benefits

Health care coverage designed for the mind and body.
Generous time off.
Access to a wealth of resources to grow your career and learn valuable new skills.
Competitive pay.
Retirement planning.
Continuing education program with a company-matched student loan contribution.
Financial wellness programs.
Perks for partners and little ones.
Retail discounts.
Referral incentive awards.