Director – Enterprise Service

Grade Level (for internal use): 13 S&P DIGITAL TECHNOLOGY SERVICES - Corporate.

The role:

Director – Enterprise Service Experience.

Location:

Princeton, NJ (Hybrid - 2 days per week onsite). 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.

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. 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.

Technology Delivery & Service Management:
Proven track record leading enterprise‑scale of Service Desk, Infrastructure, Cloud Operations, Incident, Problem, Change, and Major Incident Management functions. Experience driving operational excellence, reducing service disruptions, improving MTTR, increasing automation, and delivering measurable service outcomes for end user services. Strong focus on service reliability, operational readiness, and continuous improvement.

People Leadership:
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.

Enterprise Service

Experience:

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.

• 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 Intelligent virtual agents (e.g., Service Now Virtual Agent, AI Agent Framework)
• Experience leveraging analytics and monitoring platforms (e.g., Service Now Performance Analytics, Nexthink, Power BI) to drive:
  Data‑driven decision making Predictive insights Continuous service improvement
• Strong leadership experience overseeing high‑volume, global service desk and service delivery operations, ensuring performance across:
  Incident resolution Service request fulfillment 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
• Bachelor’s…