EDM Service Delivery Lead

S&P Global • Dallas, TX

2d • $126,000 - $160,000

About The Position

About the Role: Grade Level (for internal use): 13 The Team The Service Delivery team is responsible for ensuring that the EDM Hosted Service delivered to clients efficiently and effectively. This team typically focuses on managing client relationships, coordinating service operations, and resolving any issues that may arise. They work collaboratively to meet client needs, maintain quality standards, and drive continuous improvement in service offerings. Overall, the service delivery team plays a crucial role in enhancing client satisfaction.

Requirements

• 5+ years of experience in technical support or implementation EDM roles.
• Experience working in a high-pressure, client-facing technical role.
• Proven ability to build relationships and gain buy-in at all levels across an organization, particularly in technical discussions.
• Experience in project managing or coordinating technology and business delivery, with a focus on technical solutions.

Nice To Haves

• Experience working with Asset Management or Data Technology in Support, Business Analysis, Project Management, or as a Scrum Master.
• University Degree or equivalent in a relevant field (e.g., Computer Science, Information Technology).
• Strong commercial awareness and an understanding of the financial world and associated technologies.

Responsibilities

• Lead a global team, providing guidance and support to ensure high-quality technical service delivery across different regions and time zones.
• Responsible and accountable for Client Communication in Day-to-Day operational delivery, including Change/Technology/Product/Support requests, across multiple clients with a strong emphasis on technical solutions.
• Responsible for understanding, agreeing, and managing Client priorities, while effectively feeding into relevant internal processes in an accurate and timely manner, ensuring technical alignment.
• Drive and facilitate internal collaboration to establish proactive Service Improvement initiatives, Client Action Plans, Root Cause Analysis (RCA), and post-mortem reviews for Incidents or Service Level Agreement breaches, focusing on technical aspects.
• Host regular reviews with Clients to provide updates on current technical activities and operating results, ensuring transparency and alignment with client expectations.
• Proactively monitor and act against key metrics for measuring the success of technical delivery, ensuring that all technical services meet established benchmarks.
• Facilitate and act as a gatekeeper for Client Environments, ensuring optimal performance and availability.
• Accountable for the maintenance of Client Implementation documentation, ensuring that all technical documentation is accurate and up-to-date.
• Responsible for maintaining external vendor relationships related to Client integrations, ensuring technical compatibility and performance.
• Contribute to continuous improvement and operational excellence within the technical team and the wider organization.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees