Collaborate with Business unit IT and peer groups in Digital Technology services teams and deliver best in class Digital experience to end users of S&P Global
Adapts to change, open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs of the business.
Builds customer confidence, committed to increasing customer satisfaction (Net Promoter Scores), sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, stays focused on positive outcome.
Manage agile processes for technology teams by being a direct conduit into scrum teams with business priorities.
Direct conduit into scrum teams with business priorities
Provide regular status reports (CSAT / SLA’s / issues / gaps / new projects / improvements) to the internal stakeholders in S&P Global.
Maintain open lines of communication with all stakeholders.
Conduct regular Business relationship meetings with internal stakeholders to understand and address the issues/new projects. Consult with business unit teams and review IT infrastructure related issues / challenges for end users.
Govern the outsourcing partner(s) and keep them accountable for delivering services as per the agreed SLA’s. Provide leadership, motivate, use checkpoints and data to track progress, set up processes to measure results.
Communicate to internal customers about the issues in a timely manner and provide regular updates until the issue(s) is(are) resolved.
Develop a process to minimize the impact to business for repeated issues.
Guide internal / outsourcing partner to follow a standard change control process for change implementation with minimum to No customer impact.
Provide monthly SLA / CSAT reports to executive leadership in Digital Technology Services / Technology Strategy and Governance.
Should be able to articulate issues and solutions in a complex environment to the C’ Level Executives
What We’re Looking For
Bachelor’s Degree in Information Technology (Computer Science or related field) or Business Administration is required
Master’s Degree in Business Administration is Preferred
8- 10 years related experience in Digital Services and Customer Success Management
3 years of management experience
Professional certifications (related to Technology) are a plus (AWS, Azure, Microsoft product certifications)
SCM and/or CSPO certification preferred
ITIL certification is a plus
PMP certification is preferred
previous experience in financial industry is a Huge plus
Comprehensive knowledge of IT infrastructure (End User computing, Workplace Services, Collaboration services (MS teams, Sharepoint online, One Drive and Box), Cloud (AWS, Azure, Citrix) Servers, Storage, networking and IT Security)
Comprehensive knowledge of customer success management practices
Working knowledge of reporting tools (PowerBI / Tableau)
Working knowledge of scrum methodologies and Agile / SAFe practices
Knowledgeable in Project management process and ITIL methodologies
Tech Savvy individual who will be able to participate in Technical meetings and understand the solution and explain about projects to Business stakeholders
Ability to learn and adapt to new technologies in digital work place space.
Ability to build, maintain and extend relationships with internal and external stakeholders
Ability to manage outsourcing partners efficiently with accountability to deliver on the committed promises.
Ability to communicate effectively to peers, internal and external stakeholders.
Experience working in large team environments
Understanding of financials and dealing with regional IT infra budgets
Previous experience in negotiating and managing stakeholders and vendors