About the Role:

Grade Level (for internal use):

12

This position is required the candidate to work during US hours.

We're seeking an enthusiastic Regional Service Desk Manager who is dedicated to delivering exceptional service and support to our customers. If you're ready to advance your career in a rapidly growing company, this opportunity is for you. Are you passionate about cultivating strong relationships with both internal and external stakeholders in Digital Technology Services? Are you intrigued by the latest advancements in technology? We are a leading financial information service provider, offering cutting-edge data feed products to the global financial industry. As a global corporation, we're expanding our reach not only in the US but also in Europe and Asia. To complement our top-tier services, we're assembling a team of exceptional individuals.

The Regional Service Desk Manager, reporting to the Director of IT Services, oversees the operations of the service desk within the specific region as well able to extend the support globally. This role involves managing a team of service desk professionals, ensuring high-quality support services are delivered to internal customers, and driving continuous improvement initiatives to enhance service delivery efficiency and effectiveness.

Responsibilities:

Leadership and Global Team Management:

• Provide leadership and direction to the service desk group leaders and admins while collaborating with a global team distributed across multiple regions.

• Coordinate with regional and global team members to ensure consistent service delivery standards and processes are maintained.

• Foster a collaborative and inclusive culture within the service desk teams, promoting knowledge sharing and best practices across regions.

• Collaborate with global counterparts to align service desk strategies, priorities, and initiatives across regions.

• Act as a point of escalation for complex or high-priority incidents and service requests, ensuring timely resolution and communication with stakeholders across regions.

• Facilitate regular meetings and communications with global team members to ensure alignment on objectives and foster a cohesive team environment.

• Build and maintain strong relationships with internal and external stakeholders globally, including business units, IT teams, vendors, and third-party service providers.

• Act as a point of escalation for complex or high-priority incidents and service requests, ensuring timely resolution and communication with stakeholders across regions.

• Communicate effectively with internal stakeholders, including business units, IT teams, and senior management, regarding service delivery performance and vendor relationships.

• Provide regular updates and reports on service delivery metrics, vendor performance, and risk management activities.

Service Desk Operations:

• Oversee the day-to-day operations of the service desk team, ensuring timely and effective resolution of IT incidents and service requests.

• Develop and implement service desk policies, procedures, and standards to ensure consistent service delivery across regions.

• Monitor service desk metrics and trends globally to identify areas for improvement and implement corrective actions as necessary.

Vendor Management

• Manage relationships with outsource vendors, including contract negotiation, performance monitoring, and issue resolution.

• Ensure vendor compliance with service level agreements (SLAs) and contractual obligations.

• Collaborating with vendors to identify opportunities for performance improvement and innovation. This may involve process optimization, technology enhancements, or strategic initiatives to enhance service delivery.

• Cultivating strong relationships with outsourced vendors to foster collaboration, communication, and mutual understanding. This includes regular meetings, performance reviews, and feedback sessions to maintain alignment and drive continuous improvement.

• Monitoring the performance of service providers against established SLAs, key performance indicators (KPIs), and contractual obligations. This includes tracking metrics related to quality, timeliness, and customer satisfaction.

• Ensuring compliance with regulatory requirements, industry standards, and internal policies governing outsourcing activities. This includes monitoring adherence to contractual terms, data protection regulations, and ethical standards.

Continuous Improvement:

• Lead continuous improvement initiatives on a global scale to enhance service desk processes, tools, and capabilities.

• Drive standardization and automation initiatives to increase efficiency and productivity across regional and global service desk operations.

• Stay informed about industry best practices and emerging technologies to inform global service desk strategy and direction.

• Collaborate with Business unit IT and peer groups in Digital Technology services teams and deliver best in class customer experience to end users of S&P Global globally.

• Adapts to change, open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs of the business.

• Builds customer confidence, committed to increasing customer satisfaction (Net Promoter Scores), sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

• Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, stays focused on positive outcome.

• Provide regular status reports (issues / gaps / new projects / improvements) to the internal stakeholders globally.

• Maintain open lines of communication with all stakeholders.

• Conduct regular regional stakeholder connects with internal stakeholders to understand and address the issues/new projects. Consult with business unit teams and review IT infrastructure / employee experience related issues / challenges for end users.

• Develop a process to minimize the impact to business for repeated issues.

• Guide internal / outsourcing partner to follow a standard change control process for change implementation with minimum to No customer impact.

• Experience in managing Technology delivery / Operation Centers (content operations / business operations

Qualifications & Experience

Education / Experience:

• Bachelor’s degree in information technology (Computer Science or related field) or Business Administration is required.

• Master’s degree in engineering or technology or business administration is Preferred.

• Min of 10+ years of experience in IT Service Management with a focus on Service desk operations including experience in managing service providers or outsource vendors.

• 7 years of management experience

• Proven track record of managing and leading a team of service desk professionals in a multi-site or regional environment.

• ITIL certification is required.

• Experiencing in Managing service providers e

• Experience collaborating with global teams and managing stakeholders across different regions.

• Strong understanding of ITIL framework and best practices.

• Excellent communication, interpersonal, and leadership skills.

• Demonstrated ability to drive continuous improvement and innovation on a global scale.

• Experience working in a global organization is a plus

• Agile / Scrum with previous experience in financial industry is a huge plus.

• Professional certifications (related to Technology) are a plus.

Knowledge, Skills & Abilities:

• Comprehensive knowledge of IT infrastructure (Cloud and Infrastructure services, Workplace Services, and IT Security)

• Knowledgeable in Project management process and ITIL methodologies

• Commitment to delivering exceptional customer service and support, with a focus on understanding and meeting the needs of both internal and external customers.

• Experience in change management principles and practices to effectively manage changes to service desk processes, procedures, and technologies.

• Ability to learn and adapt to new technologies in Infrastructure and Workplace services.

• Ability to build, maintain and extend relationships with internal and external stakeholders.

• Ability to manage outsourcing partners efficiently with accountability to deliver on the committed promises.

• Strong analytical and problem-solving skills to identify root causes of issues, develop effective solutions, and drive continuous improvement.

• Ability to communicate effectively to peers, internal and external stakeholders.

• Experience working in large team environments.

• Understanding of financials and dealing with regional IT infra budgets

• Previous experience in negotiating and managing stakeholders and vendors.

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.

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:  EEO.Compliance@spglobal.com  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.

103 - Middle Management (EEO Job Group) (inactive), 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)

Job ID: 301441

Posted On: 2024-05-20

Location: Hyderabad, Telangana, India