Director, AI-Powered Enterprise Service Experience

S&P Global, Inc.; Princeton (NJ); Hybrid; USD 170,000 - 205,000; Full time

Benefits offered by this job

Health & Wellness benefits

Flexible downtime

Continuous learning

Retirement planning

Financial wellness programs

Job summary

S&P Global, Inc. is seeking a Director – Enterprise Service Experience in Princeton, NJ. The role leads strategy, design, and execution of a next‑gen service model delivering end-to-end support and fulfillment for employees, with a hybrid onsite model (2 days/week).

The candidate will drive proactive, predictive, and highly automated service operations, ensuring reliability, responsiveness, and top-tier user satisfaction across the enterprise workforce.

Qualifications

• 10+ years of progressive leadership in service desk and digital transformation initiatives.
• Proven track record of leading AI and automation transformations across enterprise support environments.
• Strong ITSM/ITIL understanding and end-to-end service delivery management.
• Expertise in AI and automation technologies (ML, virtual agents).
• Experience using analytics/monitoring tools to drive data-driven decisions and improvements.

Responsibilities

• Lead strategy, design, and execution of a next-generation enterprise service experience.
• Drive proactive, automated service operations with high reliability and user satisfaction.
• Oversee global service desk, incident, change, and service request management.
• Engage executives and cross-functional teams to align IT and business objectives.

Skills

Leadership experience

Service desk leadership

ITSM/ITIL

AI & automation

Analytics & monitoring

Stakeholder management

Communication

Education

Bachelor’s degree in Computer Science or IT

Tools

ServiceNow

Nexthink

Power BI

Job description

S&P Global, Inc. is seeking a Director – Enterprise Service Experience in Princeton, NJ. The role leads strategy, design, and execution of a next‑gen service model delivering end-to-end support and fulfillment for employees, with a hybrid onsite model (2 days/week).

The candidate will drive proactive, predictive, and highly automated service operations, ensuring reliability, responsiveness, and top-tier user satisfaction across the enterprise workforce.