EDM Service Delivery Lead

Service Delivery Manager

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.

Responsibilities and impact include :

• 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.

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 $126,000 to $160,000. 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. In addition to base compensation, this role is eligible for an annual incentive plan. This role is eligible to receive additional S&P Global benefits.

What we're looking for : Basic required qualifications include :

Additional preferred qualifications include :

Our purpose : Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technologythe right combination can unlock possibility and change the world. Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

Our people : We're more than 35,000 strong worldwideso 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. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our values : Integrity, Discovery, Partnership. At S&P Global, we focus on Powering Global Markets. 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 youand your careerneed to thrive at S&P Global. Our benefits include :

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.

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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.