VP – IT Customer Service recruitment

This role is responsible for managing the Global IT Customer Service teams which includes Desktop Support, Help Desk, Audio Visual Services. In additional to the daily operations activities, this role will also be responsible for driving and leading the Service Transformation Program. Service Transformation Program is a continuous service improvement program that will drive change across the ITIL functions and disciplines within the Service Management organisation, which includes but not limited to: Incident/Request Management, Problem Management, Service Desk, Service Reporting, Service Level Management, etc.

Serving as a critical member of the technology leadership team, he/she will lead the development of an improved service management strategy for the firm, and transform the team that will drive the implementation and change effort across the technology organization.

Specifically, the VP Technology Operations - Customer Service responsibilities include:

• Responsible for managing the three Regional IT Customer Service (TSA) Managers, Americas, EMEA, and APAC and their staff. Manage day to day support, teams and related efforts
• Develop long term goals and strategies to ensure quality service, support to clients, and maximization of the services provided to clients and the operations and applications teams.
• Responsible for managing all IT Incidents / Outages related to Desktop Support to resolution in an ITIL base organization, including communications to stakeholders during incidents
• Develop IT Customer Service Levels Requirements and associated processes to ensure continuous improvement
• Build relationships across the firm to understand the information needs across functions and to negotiate deliverables and schedules as well as to discuss project status, issues and recommendations.
• Responsible for managing both internal and outsourced staff (Service Desk) to ensure all Service Levels are met
• Manage the Technical Support Analyst Team and continually review the current performance and queue management of IT resources
• Administer policy, procedure and process standards for the effective management of the Customer Service organization.
• Foster a quality mindset, establish, and enforce request processes for new IT Service Requests in order to maximize the benefit and quality of business investments in IT
• Measure and track progress toward stated SLAs.
• Evaluate the performance of external vendors providing IT Customer Support.
• Drive and manage the Service Transformation Program. Deliver changes to the existing Service Management Processes across all the ITIL disciplines to achieve continuous improvement to the level of service provided by the overall Service Management organization
• Provide guidance, training, and drive the implementation of standard procedure for the virtual global incident management team.


Qualifications and Experience:

• Bachelors Degree or equivalent in IT or Engineering
• Previous financial services experience in a support related field is desired
• Strong infrastructure related knowledge desired.
• Extensive support experience a must.
• Previous relevant work experience
• Strong customer focus and follow-up skills necessary.
• Must be well-organized, with superior relationship-building and management skills.
• Excellent verbal and written communication skills.
• Candidate must be able to stay focused under pressure.
• Technical Aptitude a must.

Working at Moody’s

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The views of each Moody’s employee matter and, collectively, those views contribute to our ability to serve credit-sensitive markets worldwide. Diverse opinions are encouraged and leverage the depth and breadth of experiences that our employees bring to work each day. We expect Moody’s employees to be accessible and collaborative and, in return, Moody’s offers a work environment that promotes intellectual curiosity, analytical rigor and collegiality. Our people and our environment uphold our core values of integrity, insight, intellectual leadership, inclusion and independence.

Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets. Moody's Corporation (NYSE: MCO) is the parent company of Moody's Investors Service, which provides credit ratings and research covering debt instruments and securities, and Moody's Analytics, which offers leading-edge software, advisory services and research for credit and economic analysis and financial risk management. The Corporation, which reported revenue of $2.3 billion in 2011, employs approximately 6,100 people worldwide and maintains a presence in 28 countries. Further information is available at www.moodys.com.

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Moody’s is an equal opportunity employer.

Securities and Trading Policy

Candidates receiving an offer to join Moody’s Investors Service or Moody’s Shared Services shall be required to disclose their securities holdings and those of their family members as defined by Moody’s Policy for Securities Trading.  Such holdings will be reviewed by the hiring manager during the offer process to identify any potential conflicts of interest.  Moody’s Human Resources department shall inform the prospective employee of any potential conflicts and remediation actions required.  Any formal offer of employment is contingent upon the Candidate’s agreement to comply, in advance of employment, with remediation requirements identified by Moody’s.

CLOSING DATE FOR APPLICATIONS IS 5TH OCTOBER 2012