EDM Service Delivery Lead
EDM Service Delivery Lead
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Job Description
About the Role:
Grade Level (for internal use):
13The Team:
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 highquality technical service delivery across different regions and time zones.
- Responsible and accountable for Client Communication in DaytoDay 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 postmortem 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 uptodate.
- 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: (This section is only applicable to US candidates)
S&P Global states that the anticipated base salary range for this position is $126000 to $160000. Final base salary for this role will be based on the individuals 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. For more information on the benefits we provide to our employees please click here.
What Were Looking For:
Basic Required Qualifications:
- Experience working in a highpressure clientfacing technical role.
- Proven ability to build relationships and gain buyin 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 and will actively support your return to the workplace.
About S&P Global Market Intelligence
At S&P Global Market Intelligence a division of S&P Global we understand the importance of accurate deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions partnering with customers to expand their perspective operate with confidence andmake decisions with conviction.
For more information visit In It For You
Our Purpose:
Progress is not a selfstarter. It requires a catalyst to be set in motion. Information imagination people technologythe 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:
Were more than 35000 strong worldwideso were 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. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Were 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 worlds 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 cantake care of business. We care about our people. Thats why we provide everything youand your careerneed 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 companymatched student loan contribution and financial wellness programs.
Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some bestin class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.
For more information on benefits by country visit: Hiring and Opportunity at S&P Global:
At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.
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:and your request will be forwarded to the appropriate person.
US Candidates Only:The EEO is the Law Poster discrimination protections under federal law. Pay Transparency Nondiscrimination Provision Middle Management (EEO Job Group) (inactive) 10 Officials or Managers (EEO2 Job CategoriesUnited States of America) OPRTON103.2 Middle Management Tier II (EEO Job Group)
Employment Type
Full-Time
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