Posted 24 days ago
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Job Details

About the Role:

Grade Level (for internal use):


About the Role:

The role of the Service Delivery Manager will be focused on improving the timely delivery of services to our internal and external customers. The SDM will with the Infrastructure/IT Leadership on establishing customer-minded infrastructure as a service and delivering the services through agile framework and automation principles. This approach ensures optimal operational efficiency and a superior customer service experience for the DTS provided services to the divisions. This is a hybrid opportunity that would require working onsite 2-3 times a week (Tue/Thurs with occasional Wednesdays).

The Team:

You will have the opportunity to experience a high-level of collaboration and cross-training on a range of applications. We offer a collaborative, global, quality engineering team that is accustomed to helping one another learn and excel while working to continuously improve the level of quality delivered to our internal and external stakeholders.

Responsibilities and Impact:

This role is vital for ensuring the seamless delivery of DTS infrastructure services to our internal customers which includes.

  • Manage the Managed Service Partner who provides solution engineering, delivery, and operational support of the Infrastructure (e.g. servers, storage, network, workplace, and technology services such as Service Desk).
  • Manage service providers, through service metrics, SLR’s and enterprise wide KPI’s by continuously driving the efficiency.
  • Produce monthly reports, KPI’s and SLA adherence which is present to senior members of the organization across Technology and Product Development to discuss and mitigate Risk & issues in a transparent manner
  • Monitor infrastructure service performance and implement continuous improvement initiatives to enhance efficiency and effectiveness.
  • Established accountability for all team members which includes creating an environment that provides quick and effective issue resolution and communication
  • Provide technical leadership and guidance to the infrastructure team, ensuring that best practices are followed in the design, implementation, and maintenance of IT infrastructure solutions
  • Gain a thorough understanding of our technology services, ensuring a clear insight into service details and customer needs through data
  • Empower service owners with real-time request updates by leveraging ServiceNow's capabilities
  • Bring expertise in understanding and interpreting customer needs, aligning them with the services provided by our technology offerings

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 $91,000 to $115,000. 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:

We seek candidates with diverse backgrounds and ideas with a desire to learn and thrive. The role will provide you with a variety of experiences to help you identify your strengths, develop highly transferable skills and align you to a successful career path for a bright future at S&P Global.  To be an ideal fit for the role, you should have:

  • Excellent communication (verbal and written) and presentation skills with the ability to interact effectively with technical and non-technical audience is a MUST.
  • Superior customer service and with strong relationship building skills
  • Ability to parse the data and provide meaningful insights which are useful for all our stakeholders and initiating continuous service improvement plans.
  • Make sure service providers are accountable to deliver the services as per the SLA’s.
  • 5+ years of experience in overseeing the end-to-end delivery of IT infrastructure services, ensuring SLAs, KPIs, and quality standards are met as per the contractual agreement(s).
  • Problem-solving mindset and the ability to drive root cause analysis for technical issues.
  • Strong leadership and people management skills, with a demonstrated ability to motivate and develop a team.

Basic Required Qualifications:

  • Bachelor’s degree in a technical field of study in Engineering, Computer Science, Computer Engineering, Management Information Systems, or IT
  • 5+ years of experience in overseeing the end-to-end delivery of IT infrastructure services, ensuring they meet agreed-upon SLAs, KPIs, and quality standards.
  • Proven experience (5+ years) in IT service delivery management, preferably in a complex environment.
  • Knowledge of Agile, Product and project management
  • Expert in cloud and infrastructure services (cloud computing, compute, storage and network)
  • Able to understand cloud and infrastructure architecture patterns.
  • Experience in vendor management, contract negotiation, and procurement processes.
  • Understanding of ITIL practices and principles.

Additional Preferred Qualifications:

  • Master’s in engineering / MBA in IT
  • Project management and Product management certifications
  • IT Service management and ITIL certifications
  • Knowledge of Agile (SCRUM / SAFe) methodologies
  • Relevant certifications in cloud technologies, Service Now Process, network architecture and End User technologies are beneficial for this role.

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, Returnship, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

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.


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. 


IFTECH103.1 - Middle Management Tier I (EEO Job Group)

Job ID: 295993
Posted On: 2024-04-30
Location: Raleigh, North Carolina, United States
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Service Delivery Manager (SDM) - Hybrid
I'm Interested