Director – Enterprise Service Experience

# **About the Role:** **Grade Level (for internal use):** 13 S&P DIGITAL TECHNOLOGY SERVICES - Corporate The role: **Director – Enterprise Service Experience** **Location:** 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 Assessment Areas** - **AI & Technology Innovation** - Demonstrated experience leveraging AI, GenAI, AIOps, automation, self-healing capabilities, virtual agents, and advanced analytics to improve service delivery and user experience. - Ability to identify emerging technologies and translate them into practical business outcomes, productivity gains, and operational efficiencies. - Strong understanding of AI governance, adoption strategies, and technology modernization. - **Technology Delivery & Service Management** - Proven track record leading enterprise-scale of Service Desk, Infrastructure, Cloud Operations, Incident, Problem, Change, and Major Incident Management functions. - Experience driving operational excellence, reducing service disruptions, improving MTTR, increasing automation, and delivering measurable service outcomes for end user services. - Strong focus on service reliability, operational readiness, and continuous improvement. - **People Leadership** - Successful experience building, developing, and leading high-performing global teams. - Ability to drive accountability, foster collaboration, manage organizational change, and create a culture focused on customer experience and operational excellence. - Experience coaching leaders, succession planning, talent development, and driving employee engagement. - **Enterprise Service Experience** - Deep understanding of employee and customer experience across the end-to-end service lifecycle. - Experience implementing XLAs, CSAT programs, customer journey mapping, Voice of Customer initiatives, etc. ## ## **What We’re Looking For** ### **Basic 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…