VP Mgr-Tech Program Mgmt

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Role

This VP of Technical Support will be directly responsible for the on-site and remote support services provided across our European offices. Reporting into the VP of Global Technology Support Services and as a member of the Technology Support Services leadership team, this leader will play a critical role in the strategic evolution of our end-user support services across at least one of our primary channels (Phone, Chat, Walk-Up, On-site, Remote, Self-Service, and Executive/VIP) with the goal of delivering the highest quality support experience to our global workforce.

Key Responsibilities

Motivate and inspire team members, serving as a positive role model for the entire technical support function.
Coach and help develop regional managers and frontline team members, fostering their professional growth.
Solicit feedback from business lines and individual users to improve service levels and customer satisfaction.
Conduct root-cause analysis for significant problems, explain causes, and implement preventive measures to avoid recurrence.
Provide effective leadership, fostering a positive work environment and promoting teamwork and collaboration among team members.
Staff Development: Coach, mentor, and support the professional growth of team members, identifying their strengths and areas for improvement and providing opportunities for skill development.
Performance Management: Conduct regular performance evaluations, set performance goals, and provide constructive feedback to team members to enhance their performance and productivity.
Project Management: Oversee the planning, execution, and successful completion of projects, ensuring adherence to timelines, budget, and quality standards.
Resource Allocation: Allocate resources effectively to manage workloads, prioritize tasks, and optimize team efficiency.
Technical Guidance: Provide technical expertise and guidance to team members, assisting them in resolving complex technical issues and challenges.
Strategy: Collaborate with higher management to define strategic goals and objectives and align team activities with organizational priorities.
Budget Management: Participate in budget planning and control, ensuring cost-effective operations while delivering quality service.
Vendor Management: Manage relationships with third-party service providers, ensuring effective partnerships and contracted service delivery.
Incident and Problem Resolution: Oversee the timely and efficient resolution of ServiceNow incidents and problems, minimizing downtime and disruptions to business operations.
Compliance and Security: Ensure the team’s compliance with relevant regulations, industry standards, and cybersecurity best practices to safeguard the organization’s data and systems.
Technology Evaluation: Stay updated with emerging technologies and industry trends, evaluating their potential benefits to the organization and recommending adoption.
Communication: Facilitate clear and effective communication within the IT team and with other departments, promoting transparency and fostering a culture of open dialogue.
Change Management: Lead the team through MOP changes, such as system upgrades, migrations, or process improvements, ensuring a smooth transition and minimal impact on business operations.
Continual Improvement: Identify process optimization and improvement opportunities, driving initiatives to enhance IT service delivery and efficiency.
Incident Response Planning: Develop and maintain IT incident response plans to address potential emergencies effectively and minimize the impact of security breaches or disasters.
Training and Onboarding: Facilitate training sessions and onboarding programs for new team members to ensure they are well equipped to perform their roles.
IT Governance: Align practices with the organization’s governance policies, ensuring adherence to internal guidelines and industry regulations.
Meet monthly with the different Lines of Business leaders throughout the region.

Scope/Supervision and Interaction: This role involves frequent interaction with customers, peers, other managers, and functional peer group managers, addressing matters between functional areas, other company divisions or units, or customers and the company.

Qualifications

Bachelor’s degree in a relevant technical field or equivalent work experience.
At least five years of experience in Managing technical support teams or a related field.
Proven experience leading and motivating technical support teams.
Excellent problem-solving and collaboration skills.
Familiarity with Service Level Agreements and IT operational performance metrics.
Strong communication and interpersonal skills.
Ability to work well under pressure and handle multiple tasks effectively.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law. Candidates for Moody’s Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary. For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.