S&P Global Director, IT Service Delivery in Glen Allen, Virginia

The Role:

Director of IT Service Delivery

The Location:

Richmond or Charlottesville, VA

Would you like to develop and be responsible for the end to end technology service strategy and ensure that it remains aligned to business needs and is effectively communicated to internal and external partners? Would you like to be responsible for implementing industry best practice (such as ITIL and COBIT) and best of breed technology standards like NIST Business Continuity and Disaster Recovery across S&P Global, including driving automation and LEAN processes through tools like ServiceNow? If yes, we should talk!

Do you love being responsible for determining and handling an appropriate risk tolerance in delivering operational services? Your contributions will be instrumental in ensuring that our infrastructure has the capacity, support and cost management reporting for optimal visibility from senior stakeholders and scrum teams alike.

Do you love being able to use your extraordinarily deep management level experience of service management, and a track record of responsive delivery combined with a strong client-first focus? You will have the opportunity to showcase you excellent leadership skills and demonstrate your ability to motivate staff through a period of significant technological and business change.

Key Accountabilities

  • Design, deliver and communicate the strategy for Service Delivery across our division that includes Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement.

  • Lead a highly transparent Disaster Recovery programme across the division that leads to quarterly testing among our critical applications.

  • Lead, and develop the people, process and technology capabilities areas needed to implement service excellence across the service delivery organization

  • Lead and implement a premier NIST compliant DR strategy for our critical applications

  • Lead a dedicated function that exploits tooling and data to identify patterns of recurring emergency changes, incidents, cost overruns, DR gaps, etc.

  • Establish a Service Transition function to ensure that all solution delivery projects understand and incorporate service management requirements into what they deliver, including implementing ITIL aligned service acceptance best practice to ensure the smooth introduction of supportable services to production.

  • Lead the design and implementation of an effective service asset and configuration management capability and automation with ServiceNow

  • Create, maintain and demonstrate a rich CMDB that can empower teams and embrace DevOps.

  • Lead and coach the Technology Service Management teams to develop strong partnerships with technology partners and business stakeholders including service providers like Wipro.

  • Manage cost of ownership and on-going operating efficiencies in line with budget targets including cost management of AWS estimates and actuals.

Experience

  • Excellent project management skills and proven knowledge of agile principles.

  • Detailed knowledge of NIST, ITIL and COBIT concepts and disciplines.

  • Detailed understanding of ITIL V3 service management disciplines within the context of service development and service operations; ITIL Practitioner certification a plus.

  • Experience of working in a complex, standards-based corporate environments where ability to work to tight deadlines is important and escalation happens frequently.

  • Experience in team leadership, staff performance management, conflict resolution and cost management for a division.

  • Experience of leading cross functional virtual teams successfully

  • A record of successful technology delivery management aligned to business and cultural change, ideally using Agile techniques and tools

  • Strong operational process management expertise, and experience of ITIL and other service frameworks

  • Excellent influencing, communication and collaboration skills with ability to operate effectively at all level

  • A good knowledge of Risk Management and Controls in a regulated environment, appropriate to Financial Services

  • Experience of working with executives and senior leaders and providing executive summaries, burn-down charts and other measures to quantify success, risk and mitigation.

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SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit, S&P Global Market Intelligence

S&P Global is an equal opportunity employer committed to making all employment decisions on the basis of merit, capability and equality of opportunity, and without regard to race - ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local law, or any other characteristic that has no bearing on a person s ability to perform his or her job.

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.

To all recruitment agencies:

S&P Global does not accept unsolicited agency resumes. Please do not forward such resumes to any S&P Global employee, office location or website. S&P Global will not be responsible for any fees related to such resumes.

S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race - ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or any other basis prohibited by federal, state or local 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. The EEO is the Law.

Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.