Senior Lead, Data Service Management & Complex Escalations

Moody; Brussel Hoofdstad; On-site; EUR 120,000 - 150,000; Full time

Job summary

Moody's is seeking an Associate Director, Data Service Management & Complex Escalations to lead enterprise data escalations and governance across Data Operations, Product, Engineering, and Client Service.

You will own the complex-escalation queue, coordinate cross-functional teams, and deliver executive-ready summaries that drive durable resolutions while advancing responsible AI-enabled service intelligence.

Qualifications

• Experience leading complex data escalations and cross-functional coordination.
• Ability to translate evidence into executive-ready insights and priorities.
• Strong communication with stakeholders across multiple domains.

Responsibilities

• Lead enterprise service intelligence and complex-escalation management for Data Estate issues.
• Own and manage the complex-escalation queue with triage, assignment, and closure.
• Coordinate cross-domain issues while maintaining end-to-end oversight.
• Convene experts across Product, Engineering, Operations, Sales, Governance to diagnose problems.
• Establish reporting on ticket volumes, aging, SLA performance, and risks.
• Develop executive-ready summaries with actions, decisions, and next updates.
• Define AI-enabled service intelligence requirements and human review expectations.
• Govern service standards for classification, ownership, severity, and SLA exclusions.
• Lead design priorities for Salesforce-Jira ecosystem enhancements.

Skills

Complex data escalations

Cross-functional coordination

Executive storytelling

SLA management

AI-enabled service intelligence

Stakeholder management

Data governance

Service-management operations

Education

Bachelor’s degree in Business/Data Management/IS/CS

Tools

Salesforce

Jira

AI-enabled workflows

Job description

Moody's is seeking an Associate Director, Data Service Management & Complex Escalations to lead enterprise data escalations and governance across Data Operations, Product, Engineering, and Client Service.

You will own the complex-escalation queue, coordinate cross-functional teams, and deliver executive-ready summaries that drive durable resolutions while advancing responsible AI-enabled service intelligence.