EDM Service Delivery Lead

About the Role

Grade Level (for internal use): 13

The Service Delivery team is responsible for ensuring that the EDM Hosted Service delivered to clients efficiently and effectively. This team typically focuses on managing client relationships, coordinating service operations, and resolving any issues that may arise. They work collaboratively to meet client needs, maintain quality standards, and drive continuous improvement in service offerings. Overall, the service delivery team plays a crucial role in enhancing client satisfaction.

Responsibilities and Impact

• Lead a global team, providing guidance and support to ensure high-quality technical service delivery across different regions and time zones.
• Responsible and accountable for Client Communication in Day-to-Day operational delivery, including Change/Technology/Product/Support requests, across multiple clients with a strong emphasis on technical solutions.
• Responsible for understanding, agreeing, and managing Client priorities, while effectively feeding into relevant internal processes in an accurate and timely manner, ensuring technical alignment.
• Drive and facilitate internal collaboration to establish proactive Service Improvement initiatives, Client Action Plans, Root Cause Analysis (RCA), and post-mortem reviews for Incidents or Service Level Agreement breaches, focusing on technical aspects.
• Host regular reviews with Clients to provide updates on current technical activities and operating results, ensuring transparency and alignment with client expectations.
• Proactively monitor and act against key metrics for measuring the success of technical delivery, ensuring that all technical services meet established benchmarks.
• Facilitate and act as a gatekeeper for Client Environments, ensuring optimal performance and availability.
• Accountable for the maintenance of Client Implementation documentation, ensuring that all technical documentation is accurate and up-to-date.
• Responsible for maintaining external vendor relationships related to Client integrations, ensuring technical compatibility and performance.
• Contribute to continuous improvement and operational excellence within the technical team and the wider organization.

Compensation/Benefits Information (US Candidates Only)

• S&P Global states that the anticipated base salary range for this position is $126,000 to $160,000.
• 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.
• In addition to base compensation, this role is eligible for an annual incentive plan.
• This role is eligible to receive additional S&P Global benefits.

What We’re Looking For

Basic Required Qualifications

• Experience working in a high-pressure, client-facing technical role.
• Proven ability to build relationships and gain buy-in at all levels across an organization, particularly in technical discussions.
• Experience in project managing or coordinating technology and business delivery, with a focus on technical solutions.
• 5+ years of experience in technical support or implementation EDM roles.

Additional Preferred Qualifications

• Experience working with Asset Management or Data Technology in Support, Business Analysis, Project Management, or as a Scrum Master.
• University Degree or equivalent in a relevant field (e.g., Computer Science, Information Technology).
• Strong commercial awareness and an understanding of the financial world and associated technologies.

Right to Work Requirements

• This role is limited to persons with indefinite right to work in the United States.

Return to Work

• Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, Restart, we are encouraging enthusiastic and talented returners to apply.