About the Role:Grade Level (for internal use):13
The role:
Director - Enterprise Service ExperienceLocation: 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.
Key ResponsibilitiesAI-Driven Service Innovation- Lead the adoption of AI, automation, and virtual agent technologies to transform enterprise support capabilities
- Enable zero-touch resolution through self-service, automation, and self-healing capabilities
- Identify and eliminate manual, repetitive activities across support and fulfillment processes
End-to-End Service Operations Excellence- Oversee the delivery of enterprise support services, including incident management, request fulfillment, and user assistance
- Ensure consistent, high-quality execution of day-to-day service operations across global environments
- Drive improvements in key operational metrics:
- Mean Time to Resolve (MTTR)
- First Contact Resolution (FCR)
- Service request cycle times
- Establish governance and performance standards to ensure reliability and scalability
Experience-Led (CX) Design- Deliver a unified, omnichannel experience across all service touchpoints (chat, voice, mobile, self-service portals)
- Champion employee experience (EX/CX) as a core service outcome
- Implement experience-level metrics (XLAs) in addition to traditional SLAs
- Use data and insights to provide personalized, context-aware support journeys
Predictive & Data-Driven Operations- Leverage analytics platforms (e.g., Nexthink, ServiceNow, Splunk) to:
- Detect patterns and recurring issues
- Predict disruptions before impact
- Enable proactive remediation
- Continuously optimize service performance through data-driven decision making
Service Delivery Strategy & Execution- Define and execute a scalable service delivery strategy aligned to enterprise priorities
- Drive alignment between service operations, support functions, and digital workplace capabilities
- Ensure services are delivered consistently across business units and geographies
- Manage service performance, demand, and capacity planning
Human + AI Operating Model- Evolve team capabilities to support modern service environments, including:
- Automation design
- AI enablement
- Experience management
- Transition teams toward higher-value, outcome-focused roles
- Build a culture of continuous improvement, innovation, and ownership
Enterprise Collaboration & Integration- Partner with cross-functional teams including:
- ITSM platform teams
- Infrastructure and cloud teams
- End User Computing and Digital Workplace
- Ensure seamless integration of service operations into broader enterprise platforms and workflows
- Enable a cohesive, enterprise-wide service experience
What We're Looking ForBasic Required Qualifications- Bachelor's degree in Computer Science, Information Technology or a related field, with 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., ServiceNow Virtual Agent, AI Agent Framework)
- Experience leveraging analytics and monitoring platforms (e.g., ServiceNow 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
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
$170,000 to $205,000. 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.
This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.
