Posted:
8/9/2024, 5:00:00 PM
Location(s):
Hyderabad, Telangana, India ⋅ Haryana, India ⋅ Islamabad Capital Territory, Pakistan ⋅ Telangana, India ⋅ Gurugram, Haryana, India ⋅ Islamabad, Islamabad Capital Territory, Pakistan
Experience Level(s):
Senior
Field(s):
Customer Success & Support ⋅ Operations & Logistics
Grade Level (for internal use):
11S&P Global – Corporate
About the Role: Service Management CSI and Service Request Ops Lead
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.
What’s In It For You?
Our Purpose:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
Our People:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
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Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
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Website: https://spglobal.com/
Headquarter Location: New York, New York, United States
Employee Count: 10001+
Year Founded: 1860
IPO Status: Public
Last Funding Type: Post-IPO Debt
Industries: Analytics ⋅ Business Intelligence ⋅ Credit ⋅ Enterprise Software ⋅ Finance ⋅ Financial Services ⋅ Information Services ⋅ Market Research