About the Role:

Grade Level (for internal use):

About the Role:

The Team:

S&P Market Intelligence Software Solutions (SwS) Division provides Solutions for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. This role sits within the Hosted Solutions and Product Support function in SwS. We are responsible for day-to-day service delivery of our hosted software solutions, specifically WALL STREET OFFICE (WSO). The team co-coordinate and liaise with stakeholders internally and externally from junior analysts to C-suite executives.

Responsibilities and Impact:

The Service Delivery Managers will play a vital role, overseeing a range of functions to facilitate the delivery of superior service, leveraging consistent processes and tools to proactively monitor service delivery, and take ownership of critical incidents and escalations, coordinating with resolution parties and establishing effective communications between the client and our SMEs.

• The role is dynamic and provides a fantastic opportunity to build a solid career solving complex problems and working with some of the world’s top tier financial institutions.
• You will be trained on the WSO applications, and in the informational needs of modern financial institutions
• This function is relatively new to S&P so there is lots of scope for this individual to shape and define the role and have significant impact

Responsibilities:

• Responsible for managing a dynamic cross-region team
• Responsible and accountable for Client Communication in Day-to-Day operational delivery; including Change/ Technology/Product/ Support requests, across multiple clients
• Responsible for understanding, agreeing, and managing Client priorities, whilst feeding into relevant internal process(es) in accurate and timely manner
• Responsible for driving and facilitating internal collaboration to establish proactive Service Improvement, Client Action plans, Root Cause Analysis (RCA), and post-mortem for Incidents or Service Level Agreement breaches
• Responsible and accountable for hosting regular reviews with Clients, to provide updates on current activities and operating results
• Contribute to continuous improvement and operational excellence in team and wider team.

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 $ 75,395 to $115,914. 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. For more information on the benefits we provide to our employees, please click here.

What We’re Looking For: The candidate should have the following qualities and competencies:

Basic Required Qualifications:

•  Experience working in a high-pressure client facing role
•  Experience project managing or coordinating technology and business delivery as a team player
•  Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role
• Proven ability to think critically and comfortable challenging the status quo for better results
• Organized, able to multi-task, and have positive attitude to achieve deadlines
• Self-starter with an attention to detail
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Self-motivated; able to work independently with minimal supervision
• Senior level role includes but not limited to:
  • Team Oversight
  • Developing and enforcing team controls to mitigate risk
  • Identifying training opportunities for the team
  • meeting/coordinating with team leads for process improvements
  • Metrics ownership 
  • Team Presentations
  • Escalation Calls
  • Working with leadership to consistently refine, improve and elevate ideas/issues

Communication

• Good presentations skills (preparation and delivery)
• Excellent oral and written communication skills
• (PowerBi, FreshDesk, Macro, Pivot Tables)
• Creating and Presenting Slide Decks

Teamwork

• Team Player and able to interact