Service Delivery Management Senior Associate

About the Role

Grade Level (for internal use) :

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.

The 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.

What’s in it for you :

• 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

What We’re Looking For :

• Experience working in a high-pressure client facing role
• Experience liaising with Senior Stakeholders
• 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
• Direct experience of WSO or Syndicated Loan Market would be an advantage

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.

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 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 :

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.