EDM Service Delivery Lead

About the Role:

Grade Level (for internal use):

11

The Team: The Service Delivery team is responsible for ensuring that the EDM Hosted Service is delivered to clients efficiently and effectively. This team typically focuses on managing client relationships, coordinating service operations and resolving any issues that many arise. They work collaboratively to meet client's needs, maintain quality standards, and drive continuous improvement in service offerings. Overall, the service delivery team plays a crucial role in enhancing client satisfaction.

Responsibilities:

• Responsible and accountable for Client Communication in Day-to-Day operational delivery, including Change/Technology/Product/Support requests, across multiple clients with a strong emphasis on technical solutions.
• Responsible for understanding, agreeing, and managing Client priorities, while effectively feeding into relevant internal processes in an accurate and timely manner, ensuring technical alignment.
• Drive and facilitate internal collaboration to establish proactive Service Improvement initiatives, Client Action Plans, Root Cause Analysis (RCA), and post-mortem reviews for Incidents or Service Level Agreement breaches, focusing on technical aspects.
• Host regular reviews with Clients to provide updates on current technical activities and operating results, ensuring transparency and alignment with client expectations.
• Proactively monitor and act against key metrics for measuring the success of technical delivery, ensuring that all technical services meet established benchmarks.
• Facilitate and act as a gatekeeper for Client Environments, ensuring optimal performance and availability.
• Accountable for the maintenance of Client Implementation documentation, ensuring that all technical documentation is accurate and up-to-date.
• Responsible for maintaining external vendor relationships related to Client integrations, ensuring technical compatibility and performance.
• Contribute to continuous improvement and operational excellence within the technical team and the wider organization.

What We're Looking for:

Business Competencies

Education and experience

- Experience working in a high-pressure client facing role

- Experience in building relationships to gain buy in at all levels across an organization

- Experience project managing or coordinating technology and business delivery

- Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role

- Direct experience of EDM, thinkFolio or WSO would be an advantage

- University Degree or equivalent

Commercial awareness

- An interest in the financial world and technology associated with it

Management requirements

- Time management and organizational skills

- Ability to prioritize activities by managing a constantly evolving plan measured against client requirements

Personal competencies

Personal impact

- 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

Communication

- Good presentations skills (preparation and delivery)

- Excellent oral and written communication skills

Teamwork

Team Player and able to interact with Product, Operations, Delivery and technical teams in a professional manner.

• A team player who is comfortable working at all levels of the business and with external clients
• Proven ability to work individually, and in a team environment which spans multiple geographical regions.

** Please Note: This role requires you to be comfortable working in UK hours

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit

What's In It For You?

Our Mission:

Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

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:

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a domain or any other regionally based domains, it is a scam and should be reported to  S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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:  and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster  describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision -

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON Middle Professional Tier II (EEO Job Group)

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