Service Management Csi And Service Request Ops Lead

Description:

We are seeking a motivated and detail-oriented individual to join our team as a Continual Service Improvement and Service Request Lead. In this role, you will be responsible for overseeing and managing the continual improvement of service delivery processes and handling service requests from internal stakeholders. The ideal candidate will have strong analytical skills, excellent communication abilities, and experience in IT service management.

The Team: Our Digital Technology Services team enables a culture & mindset of Client-First & Architecture-First with a focus on delivering value through disciplined program delivery. Continuing to improve our service resiliency, employee productivity, innovation & overall employee engagement.  Sitting within the CIO organization, Digital Technology Services (DTS) are enterprise shared services enabling people, functions, and divisions by providing secure, reliable and seamless solutions to customers and our people. We take a community approach in making decisions in partnership with stakeholders who are consumers of our services, with the belief that technology allows people to do their best work.

We drive S&P Global to Power the Markets of the Future by working as trusted partners delivering secure, scalable, resilient, and innovative services and solutions that enable seamless experiences for our people and customers.

Responsibilities and Impact: The role of Service Management CSI and Service Request Operations Lead has a profound impact across multiple dimensions of an organization. By focusing on continual improvement, efficiency, user satisfaction, and alignment with business goals, this role elevates IT service delivery and contributes significantly to the organization's success.
 

• Develop and implement strategies for continual service improvement within the DTS organization
• Analyze performance data and service metrics to identify areas for improvement
• Work with cross-functional teams to facilitate the implementation of improvement initiatives
• Monitor and evaluate the effectiveness of service delivery processes
• Track and analyze customer feedback and satisfaction data to identify trends and areas for improvement.
• Develop and implement strategies and initiatives to improve overall customer satisfaction and retention.
• Lead and coordinate cross-functional teams to address and resolve complex customer service issues.
• Act as a liaison between customers, service teams, and management to ensure effective communication and resolution of service requests.
• Monitor service request ageing queues and prioritize request closure based on urgency and customer impact.
• Provide regular updates and reports on service request status and resolution to management and stakeholders.
• Develop and maintain service request workflows and documentation to streamline processes and improve efficiency.
• Train and mentor team members on customer service best practices and processes.
• Stay current on industry trends and best practices in customer service and utilize this knowledge to drive continuous improvement in service delivery.
   

What We’re Looking For

Basic Required Qualifications:
 

• Bachelors/ master's degree in engineering, Information technology, Computer Science or Management stream.
• 6+ years of experience in IT Service Management, customer service or support leadership roles.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in ITSM and customer service tools.
• Experience working in a fast-paced, deadline-driven environment.
• Certification in ITIL or Customer Service Excellence or related field is preferred.