Job Description
The Vice President, Service Management is responsible for defining and executing the Enterprise Service Management vision, strategy, operating model, and platform roadmap. This role owns the Service Management Platform, ensuring it delivers scalable, secure, and innovative capabilities that support business operations and long-term growth, with the unique opportunity to replace the existing tooling and introduce a new, AI-Native Service Management platform across the firm.
As a key leader in the firm's digital transformation agenda, the Vice President will drive modernization of Enterprise Service Delivery through intelligent automation, AI-enabled workflows, predictive analytics, and continuous service innovation. The role is accountable for evolving the digital employee experience by designing seamless, best-in-class service interactions that improve productivity, simplify engagement, and increase adoption across the enterprise.
The Vice President, Service Management champions service delivery best practices across Technology, Operations, HR, Procurement, Finance, Facilities, and Corporate Services, driving alignment on where services and capabilities should be centralized, standardized, and consistently implemented. This role brings clarity, accountability, and discipline to shared services while enabling teams to move faster, reduce friction, and deliver better business outcomes through well-designed, well-governed services.
By combining platform ownership, operational excellence, and experience-led design, this role will deliver measurable business outcomes through increased automation, improved service quality, enhanced employee satisfaction, reduced operating costs, and a unified enterprise service management ecosystem.
Key Responsibilities
Service Management Strategy & Transformation
Partner closely with Corporate and Operational business units across the firm to understand business priorities, operating models, and service needs.
Define and execute an Enterprise Service Management strategy, operating model, governance framework, and transformation roadmap to increase cycle times, reduce employee friction, and improve auditability.
Building trusted relationships across all functions and ensuring the firm’s service management capabilities, platform investments, and service delivery priorities align with business objectives.
Scope and drive an enterprise-wide Service Transformation program that improves service quality, operational efficiency, and workforce productivity.
AI, Automation & Platform Leadership
Drive the modernization of the firm’s Service Management ecosystem through AI, automation, workflow orchestration, and predictive analytics.
Lead the adoption of intelligent automation and generative AI to enable proactive, scalable, and data-driven service delivery.
Collaborate closely with both technology and functional leaders to develop subject matter expertise of Blackstone's critical corporate and operational workflows.
Identify opportunities to use AI to streamline processes, reduce manual efforts, and accelerate digital transformation across the enterprise.
Employee Experience & Service Delivery
Own the digital employee experience, including self-service, knowledge management, virtual agents, portals, and omnichannel engagement, transforming the way Blackstone employees interact with Technology and Corporate services across the firm.
Establish, develop, and maintain strong relationships with key stakeholders, including line of business CAOs and COOs, to solicit feedback on employee experience, increase technology adoption, improve accessibility, and reduce friction across the employee journey.
Collaborate with Technology Support Leaders to establish service standards and experience metrics that drive productivity, satisfaction, and continuous improvement.
Operational Excellence, Governance & Leadership
Oversee enterprise service delivery across Technology, HR, Finance, Procurement, Facilities, and other corporate functions.
Drive process standardization, governance, performance management, and continuous improvement across shared services.
Lead high-performing cross-functional teams, manage strategic vendor partnerships, and deliver measurable outcomes through automation, cost optimization, service quality improvements, and enhanced employee experience.
Required Qualifications
Minimum 15 years of progressive experience in Technology Transformation. Experience with Service Management, IT Operations, Digital Workplace, and Enterprise Platforms are preferred.
Minimum 5 years of leadership experience managing enterprise-scale service delivery, platform modernization, or shared services organizations.
Demonstrated leadership experience with accountability for program outcomes and execution.
Proven experience building relationships and collaborating effectively across investment teams and corporate functions in a fast-paced environment.
Exceptional communication and presentation skills, with experience influencing senior stakeholders.
Proven experience balancing strategic vision with execution‑level detail.
Demonstrated success driving digital transformation initiatives through AI, automation, analytics, and process optimization.
Proven experience leading complex initiatives involving multiple technical teams and business partners.
Self‑starting, entrepreneurial mindset with a strong sense of ownership and accountability.
ITIL v4 certification preferred.
Bachelor’s degree or equivalent practical experience in a relevant technology field.
The duties and responsibilities described here are not exhaustive and additional assignments, duties, or responsibilities may be required of this position. Assignments, duties, and responsibilities may be changed at any time, with or without notice, by Blackstone in its sole discretion.
Expected annual base salary range:
$160,000 - $225,000
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications and job location. For roles located outside of the US, please disregard the posted salary bands as these roles will follow a separate compensation process based on local market comparables.
Additional compensation and benefits offered in connection with the role consist of comprehensive health benefits, including but not limited to medical, dental, vision, and FSA benefits; paid time off; life insurance; 401(k) plan; and discretionary bonuses. Certain employees may also be eligible for equity and other incentive compensation at Blackstone’s sole discretion.
