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End User Support Service Manager

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Information Technology
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195914 Requisition #

Imagine a working environment where people trust each other to achieve exceptional things.
Imagine a business that employs over ten thousand of the world’s most sought-after engineers and technologists.
Imagine an enterprise where a belief in personal accountability continues to drive groundbreaking innovation and global growth.


This is the reality of Moog – and you can be part of it.


As an End User Support Service Manager in Moog’s Corporate IT Group, you are responsible for end-to-end service delivery including all service offerings, in particular the value that the service delivers. Deals with strategy and portfolio management, service roadmap, prioritizes initiatives, budgets, negotiations with partners and vendors, and authorization of the release of new capabilities. Drives service maturity and service metrics. Ensures service-appropriate roles have been identified, filled, and published.


The End User Support Service Manager is responsible for the definition of service levels, service agreements and manages the global help desk operation. Establishes processes to identify, track, escalate, resolve and report customer problems. Defines standards and measures for quality and customer satisfaction requirements. Analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction. Responsible for managing the global service delivery team to ensure services are being delivered against the agreed upon SLA’s.
Responsible for end-to-end service delivery including all service offerings, in particular the value that the service delivers. Deals with strategy and portfolio management, service roadmap, prioritizes initiatives, budgets, negotiations with partners and vendors, and authorization of the release of new capabilities. Drives service maturity and service metrics. Ensures service-appropriate roles have been identified, filled, and published.
Expected to provide leadership and supervision for a diverse, globally located team of professionals within each process discipline. The incumbent is responsible for the development



What you can expect day-to-day:
The End User Support Service Manager has the following specific responsibilities:
• Own the relationship between Moog’s 3rd party Service Desk and Desktop Support provider
• Measure the effectiveness of the 3rd party service provider against the agreed upon service level agreements
• Manage the Global Service Delivery team to ensure the voice of customers are being heard by our 3rd party service providers
• Provide metrics of the level of service being achieved by our 3rd party service provider
• Responsible for service quality, and customer satisfaction of the service.
• Manage the end to end cost model and budget management for End User Support Service services portfolio.
• Develop, promote and manage an End User Support Service roadmap – a plan which will put in place the sophisticated infrastructural elements required to ensure its success
• Provide leadership to the teams responsible for delivery of the end user support services, through effective management, direction, motivation including performance and development reviews.


Service Managers are accountable for the successful operation and continuous improvement of their processes and services.
• Operate at a global scale and provide the connection between multidisciplinary business areas and stakeholders
• Make sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for the resolver/delivery teams
• Provide leadership, direction and supervision for a culturally diverse, globally located team of professionals
• Own the budget and allocate funding to areas of the service based on their decisions about priorities
• Communicate the benefits and performance of their process or service

Service Managers have the following responsibilities:
• Take a Lean approach to process improvement and continual service improvement
• Provide insight and advice on emerging process and control frameworks
• Represents the process or service across the organization
• Manages the risk of operating the service
• Designate roles and responsibilities within their team
• Coordinates communication among support staff and systems staff
• Serves as the point of escalation (notification) for major incidents
• Ensures that any changes to the service under their care follows the current change management work practice
• Participates in internal service review meetings (within IT)
• Participates in external service review meetings (with the business)
• Is responsible for ensuring that the service entry in the Service Portfolio/Catalog is accurate and is maintained
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
• Ensures that performance meets the requirements of SLAs and OLAs
• Provides reporting and metrics on performance of service

You’ll need...
• Bachelor’s degree in Computer Science or related discipline
• Minimum 5 years of IT Service Management Experience preferred
• Comprehensive Industry Knowledge
• Management Experience, Strong Customer-Facing Skills, Strong Written and Verbal Communication, Self-Motivated, Troubleshooting, Creative Problem-Solving
• ITIL Certification preferred


Moog Inc. is an EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran





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About Moog, Inc.:

Our company began in 1951 with Bill Moog’s invention, the servo valve, a device which became the heart of high performance motion control systems. Today, Moog Inc. (NYSE: MOG.A and MOG.B) is a worldwide designer, manufacturer, and integrator of motion control parts and systems.

 

Headquartered in East Aurora, NY, we proudly serve customers in more than 90 countries. Our operations extend to more than 27 countries and our talented, global workforce is nearly 12,000 strong.

 

Our company is organized into five operating groups: Aircraft, Space and Defense, Industrial, Medical Devices, and Corporate. Our high-performance systems control military and commercial aircraft, satellites and space vehicles, launch vehicles, missiles, automated industrial machinery, and marine and medical equipment. What sets Moog apart is our commitment to creating high-performance solutions that solve our customers’ most difficult technical challenges.

 

But it's more than technical excellence that defines us. Moog is a performance culture that empowers people to achieve great things. Our employees enjoy tackling interesting technical challenges in a culture of trust. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work. 

Moog is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 844-367-5787.

EEO Documentation:          EEO is Law          EEO Supplement          Pay Transparency Notice

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