**About the Role:** **Grade Level (for internal use):** 12 **The Team:** The Service Delivery team is responsible for ensuring that the EDM Hosted Service delivered to clients efficiently and effectively. This team typically focuses on managing client relationships, coordinating service operations, and resolving any issues that may arise. They work collaboratively to meet client 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 and Impact:** + **Software Upgrade Coordination:** Support clients in upgrading to newer versions of EDM, ensuring a smooth transition and minimal disruption to their operations. + **Critical Issue Review:** Provide support for critical issues, working closely with clients to resolve complex technical problems efficiently. + **SLA Reviews:** Review EDM solutions that are experiencing performance degradation, providing detailed feedback and recommendations for improvement to enhance service delivery. + **Client Technical Calls:** Act as a technical resource during support calls with clients, addressing their inquiries and discussing more technical topics to ensure clarity and understanding. + **Onboarding Support:** Evaluate the readiness of clients for onboarding to be supported by our Business as Usual (BAU) teams, ensuring that all necessary preparations are in place. + **Escalation Management:** Provide support on client escalation calls, reviewing Root Cause Analyses (RCAs) to identify areas for improvement and prevent recurrence of issues. **What We’re Looking For:** **Qualifications:** + 5+ years of experience in technical support or implementation EDM roles. + Strong knowledge of EDM solutions and experience in managing software upgrades. + Proven experience in handling critical issues and escalations, with a focus on client satisfaction and technical problem-solving. + Excellent communication skills, with the ability to convey complex technical information to non-technical stakeholders. + Strong analytical skills and attention to detail, particularly in reviewing SLAs and performance metrics. + Ability to work collaboratively in a global team environment, managing multiple priorities in a fast-paced setting. + University Degree or equivalent in a relevant field (e.g., Computer Science, Information Technology). **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 www.spglobal.com/marketintelligence . **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: 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 (https://www.spglobal.com/content/dam/spglobal/corporate/en/documents/careers/Corp\_0525-Recruitment-Fraud-Alert.pdf) . ----------------------------------------------------------- **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. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf ----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.2 - Middle Management Tier II (EEO Job Group) **Job ID:** 316395 **Posted On:** 2025-06-17 **Location:** Manchester, Manchester, United Kingdom