Head of IT Service Management

This job is with S&P Global, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.About the Role: Grade Level (for internal use): 13Position Summary The Director, Corporate IT Services is responsible for corporate IT functions with a primary focus onIT Service Management (ITSM), Configuration Management Database (CMDB) governance, and ServiceNow platform development, administration, and support . This role ensures reliable, secure, and scalable IT services that enable business operations, drives service management maturity, and partners across the enterprise to deliver strong customer and employee experiences. Core Responsibilities 1) IT Service Management (ITSM) Leadership Own and evolve the corporate ITSM strategy, operating model, and roadmap acrossIncident, Request, Problem, Change, Knowledge, Service Catalog, and Service Level Management . Establish and maintain process governance, policies, controls, and continual improvement practices to increase service quality and reduce operational risk. Define and manageservice KPIs/OKRs(e.g., SLA attainment, MTTR, first contact resolution, backlog aging, change success rate) and drive data-based performance improvements. 2) CMDB & Service Configuration Management EstablishCMDB governanceincluding data standards, CI classes, ownership, stewardship, lifecycle management, and audit processes. Ensure the CMDB is trusted and actionable by improvingcompleteness, correctness, and currencyof configuration data and relationships. Partner with Infrastructure, Security, and Application teams to integrate discovery, asset data, and service mapping inputs where applicable. Drive alignment between CMDB, Asset Management, Change Management, and Incident/Problem workflows to improve impact analysis and reduce service disruption. 3) ServiceNow Platform Ownership (Development, Support, and Operations) Own theServiceNow platform strategy , roadmap, and demand intake-balancing enhancements, technical debt reduction, and operational support. Lead ServiceNow development and configuration practices including:scoped applications and integrations workflow automation portals, service catalog items, knowledge reporting, dashboards, and performance analytics (as applicable)Ensure platform reliability and support readiness:incident response and root cause remediation for platform issues release planning and upgrade readiness environment strategy (dev/test/prod), SDLC controls, and deployment governanceEnforce development standards and guardrails to maintain platform health, performance, and upgradeability. 4) Governance, Risk, Security, and Compliance Ensure corporate IT services and platform capabilities meet security, privacy, and compliance requirements in partnership with InfoSec and Risk teams. Establish appropriate access controls, segregation of duties, audit trails, and change approvals for platform and ITSM processes. Support internal/external audits by providing evidence, reporting, and control documentation as required. 5) Financial and Vendor Management Own the budget for corporate IT service management and ServiceNow platform operations (licenses, services, tooling, and managed support if used). Manage vendor relationships (implementation partners, managed services, tool providers), including SOWs, renewals, performance SLAs, and value realization. Identify opportunities for cost optimization, rationalization, and improved ROI. 6) People Leadership & Talent Development Build and lead a high-performing team with clear roles, career development plans, and measurable objectives. Foster strong operational discipline, customer focus, and engineering excellence. Mentor leaders and individual contributors, establish hiring plans to meet roadmap and support requirements. 7) Stakeholder Management & Communication Serve as the executive point of contact for corporate service delivery, communicating service health, roadmap progress, risks, and business outcomes. Run governance forums (e.g., CAB, platform steering committee, service review meetings) and ensure follow-through on decisions and action items. Translate business needs into platform and process capabilities, prioritizing work transparently. Required Qualifications Bachelor's degreein Information Systems, Computer Science, Engineering, or related field (or equivalent experience). 10+ yearsin progressive IT leadership roles, including ownership of enterprise service delivery. 5+ yearsmanaging ITSM processes and/or service operations in a medium-to-large enterprise. Demonstrated leadership ofServiceNowadministration and delivery teams (developers/admins/product owners), including roadmap and stakeholder management. Strong working knowledge ofCMDBprinciples, configuration management governance, and operational use cases (incident/change/asset/service mapping). Experience with enterprise integrations (e.g., HR, identity, monitoring, asset discovery, collaboration tools) and managing cross-team dependencies. Proven ability to lead process change, drive adoption, and deliver measurable outcomes. Preferred Qualifications ITSM/ITIL-aligned certifications (e.g., ITIL Foundation or higher). ServiceNow certifications (e.g., CSA, CIS tracks) and/or experience leading multiple module implementations. Experience in regulated environments and audit support. Experience implementing service metrics and executive dashboards for service performance management. Experience with Agile delivery and product operating models for platform teams. Key Competencies Strategic leadership:sets direction, prioritizes investments, and aligns work to business outcomes. Operational excellence:builds repeatable processes, metrics, and accountability. Platform governance:balances speed of delivery with control, maintainability, and risk management. Data discipline:improves CMDB quality and turns data into operational insight. Influence and communication:credible with executives, technical teams, and business stakeholders. People development:builds teams, leaders, and a strong culture.About S&P Global Mobility At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction. Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility. We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow. For more information, visitwww.spglobal.com/mobility.What's In It ForYou? 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, PartnershipThroughout 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: https://spgbenefits.com/benefit-summaries 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 spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. 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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.US Candidates Only:Know Your Rights: Workplace discrimination is illegal----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), IFTECH103.2 - Middle Management Tier II (EEO Job Group)]]>