Hiring: Director – Enterprise Service Experience Company: S&P Global Location: Princeton, NJ Job Posted Time: 2026-09-16 13:42:41 Employment Type: Hybrid Target Skills & Keywords : Digital Transformation, Machine Learning, ServiceNow, Stakeholder Management, User Experience About the job Experience: •Comprehensive expertise in employee and customer experience across the end-to-end service lifecycle. •10+ years of progressive leadership experience in service desk and service delivery and digital transformation initiatives •Demonstrated success in leading large-scale AI and automation transformations, with deep expertise across enterprise support environments, including service desk operations and service delivery functions •In-depth knowledge of ITSM frameworks (e.g., ITIL) and experience managing end-to-end service environments spanning incident management, user support, and service request delivery •Intelligent virtual agents (e.g., ServiceNow Virtual Agent, AI Agent Framework) Required Skills: •S&P DIGITAL TECHNOLOGY SERVICES - Corporate •Princeton, NJ (Hybrid - 2 days per week onsite) •The 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. •Demonstrated experience leveraging AI, GenAI, AIOps, automation, self-healing capabilities, virtual agents, and advanced analytics to improve service delivery and user experience. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!