Collaborate with Business unit IT and peer groups in Digital Technology services teams and deliver best in class Digital experience to end users of S&P Global
Adapts to change, open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs of the business.
Builds customer confidence, committed to increasing customer satisfaction (Net Promoter Scores), sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers
Conducts positive negotiations, ability to compromise, handles conflict, seeks common ground, stays focused on positive outcome.
Manage agile processes for technology teams by being a direct conduit into scrum teams with business priorities.
Direct conduit into scrum teams with business priorities
Provide regular status reports (CSAT / SLA’s / issues / gaps / new projects / improvements) to the internal stakeholders in S&P Global.
Maintain open lines of communication with all stakeholders.
Conduct regular Business relationship meetings with internal stakeholders to understand and address the issues/new projects. Consult with business unit teams and review IT infrastructure related issues / challenges for end users.
Govern the outsourcing partner(s) and keep them accountable for delivering services as per the agreed SLA’s. Provide leadership, motivate, use checkpoints and data to track progress, set up processes to measure results.
Communicate to internal customers about the issues in a timely manner and provide regular updates until the issue(s) is(are) resolved.
Develop a process to minimize the impact to business for repeated issues.
Guide internal / outsourcing partner to follow a standard change control process for change implementation with minimum to No customer impact.
Provide monthly SLA / CSAT reports to executive leadership in Digital Technology Services / Technology Strategy and Governance.
Should be able to articulate issues and solutions in a complex environment to the C’ Level Executives