Sets strategies for service delivery that support the strategic needs of the client organization
Develops and provides KPI’s related to cost / performance of the services / SLA and ensures the respective monitoring and service reporting
Coordinates the service processes in close alignment with other IT process managers (e.g. incident, change and configuration management)
Designs, develops, executes, optimizes end-2-end measurement, service models and the centralized business service management platform
Manages operational aspects of vendor performance for specific services delivered by the vendor.
Reviews overall key performance indicators across services.
Performs key escalation to management and with the vendor when critical or major operational issues occur.
Strong understanding of global 24X7 operations models and capable of effective partnership and relationship management across regions to facilitate.
Bachelor's degree in business administration, computer science, or related field of study (or equivalent work experience).
Master’s degree or continuing coursework. Certifications in ITIL, COBIT and / or project management preferred.
5-7+ years of experience including service delivery, service management, application management, automated operations, program management, vendor / supplier management, and / or relationship management.
3+ years of transition and coordination of IT operations and / or customer service centers. Experience delivering global application platforms across multiple business units.
Strong knowledge of DevOps & AI Ops and of customer-oriented service operations. Strong knowledge and experience supporting Moody’s AXIS analytical platform.
Deep technical understanding of application development methodologies, IT service management, and infrastructure components.
Understanding of private clouds (VMWARE) and storage fabrics (NetApp).
Generalist across all dimensions of IT operations and customer service, including ITI. Strong understanding of software development / delivery methodologies.
Strong understanding and experience in supporting re / insurance analytical tools and platforms (e.g. Moody’s AXIS and SAS).
Strong Microsoft SQL Server operational DBA, including administration, maintenance, backup / recovery and customization.
Understands SaaS solution, SAP solutions, Office tools, business support solutions, and standard software tools. Experience managing a multi-tiered application infrastructure, and Oracle cloud-based platforms.
Ability to function as a member of a lean start-up team, willing to contribute in any capacity required to achieve success.
Proven track record of leadership and managing through influence. Excellent communication and presentation skills. Ability to coordinate multiple tasks and tight deadlines.
Highly adaptive interpersonal skills to function across all levels, communicating with C-office and hands-on technicians alike.
Strong innovation and applied R&D skills. Proven track record of working globally across cultures and time zones.