Asst Dir-Delivery Manager
Cape Analytics
At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.
If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.
Skills and Competencies
- 6+ years of experience in around incident management/project management/ Delivery Management.
- Strong organizational skills, attention to detail and ability to work to deadlines.
- Strong communication skills and presentation skills.
- Experience with Salesforce, Microsoft Teams and JIRA are preferred.
Education
- Bachelor’s / Master’s degree in Computer Science, IT or other equivalent stream
Responsibilities
- Monitor incoming Production Incident Response queue for Lending products including but not limited to:
- Review for completeness of information provided.
- Ensuring proper Severity level classifications aligning with contracts.
- Scoring items for prioritization following standard scoring processes.
- Routing items to Customer Retention Team for next level support.
- Working directly with Client and Regional Services to continue to growth existing processes as needed.
- Oversee accuracy of Salesforce (SF) and Rally/JIRA updates including but not limited to:
- Cases assigned in SF to Moody’s account.
- Items with a closed SF Parent but open SF Child.
- Open CRT cases where SF is closed.
- Closed CRT cases where Rally/JIRA is open.
- SF Parent cases with no SF Child case.
- Work with approvers to manage and update items as needed that are approved to have their Priority Raised.
- Oversee Severity 1 Lending channel including but not limited to:
- Ensuring escalations include proper SF case info.
- Initiate OpsGenie to engage Ops/Engineering SWAT and others as needed.
- Ensure issues are resolved or a workaround has been provided before exiting escalations.
- Work with the proper individuals to ensure proper Root Cause and Action for Future Prevention is identified and implemented.
- Assist to provide reporting as needed.
- Ensure JIRA board is kept updated with proper information for reporting and oversight.
- Oversee Premium Incident Support process – same items are Sev 1 above for support of customers with Premium Incident Support.
- Communicate effectively in Teams providing timely updates and responses.
- Able to manage multiple projects simultaneously with minimal supervision or guidance.
- Proactively shows a willingness to continue learning and seeks to help others develop by sharing knowledge and experiences on how best to implement the products.
- Actively seeks to growth knowledge related to AI and how to build and leverage AI solutions to bring efficiencies into processes.
About the team
The Product Enablement Team serves as the operational bridge between Product, Engineering, QA, and Client Services, with a primary focus on improving visibility, efficiency, and execution across the product issue lifecycle. The team concentrates on reducing friction, increasing engineering velocity, and enabling stakeholders to self-serve accurate product status and insights.
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.