Senior Service Delivery Manager

You Lead the Way. We ve Got Your Back.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

Deliver a best-in-class digital servicing experience to everyone, everywhere, everyday.

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

Do you relentlessly pursue excellence?

We have an exciting open role for a Senior Service Delivery Manager who will be responsible for the smooth day-to-day operations of the Tech Service Delivery function in India, reporting into the Director of Service Delivery India. In this role, you will need to partner with teams inside and outside Technology so that colleagues have the workplace tools to work effectively.

In addition to overseeing the operational side of servicing our internal customers in the region, the Senior Service Delivery Manager will also lead a distributed team of colleagues and will be expected to mentor and guide team members to success, identify their strengths and areas for growth and empower them to do their best work.

You will have experience in leading a servicing team who work together to drive enduring, innovative solutions. Your team will educate our colleagues, onboard new products & services and manage escalations. You enjoy creative problem-solving and bring people together to tackle organizational challenges. A passion for listening to colleagues and influencing the end user experience is critical for this role.

Are you up for the challenge?

Key responsibilities:

• Reporting into the Director of Service Delivery India a key stakeholder and working closely to deliver Goals/OKRs for Digital Workplace.
• Technology Service Delivery in all buildings in India including escalations management for Business Unit issues
• Tracking the availability of services like workstation technology, AV services, print services, critical rooms and event space, ensuring issues are addressed in a timely manner and in partnership with product teams/vendors.
• Hands and feet support for real-estate projects (e. g. new office set-ups and moves)
• Driving continual process improvements through innovation and automation
• Balancing customer experience with regulatory compliance, ensuring audit deliverables are met with the least burdensome process
• Ticket reduction activities
• Proactive Servicing using Digital Workplace tools
• Directing resources in the resolution/prevention of incidents where necessary, including ensuring the proper performance monitors are in place for critical applications
• Using data to inform strategy and actions to ensure the highest quality service delivery in each location
• Collaborating to develop policies and procedures for the production and service support function
• Partnering with peers in delivering end-to-end solutions and services to the organization
• Constructive 1:1 and career development discussion with direct reports
• Motivating and leading the team effectively, ensuring that colleagues have what they need to succeed
• Building strong relationships with site leaders to understand their teams needs as well as raise their awareness of Digital Workplace offerings
• Informing the enterprise about developments affecting service as well as addressing concerns
• Ensuring vendors meet their targets as per their SOW
• Delivering ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management.

Minimum Qualifications:

• Experience leading a technical support team.
• Supporting Customers from various Geographies on EUC issues.
• Mentoring Engineers on Windows, Mac and Other Platform issues
• Excellent relationship-building and relationship management skills
• Outstanding customer service skills
• Exceptional organisational and project management skills
• Experience working with internal and external technical teams to resolve technical issues
• Strong analytical & strategic thinking skills
• Ability to interpret technical /business objectives and challenges
• Abreast with relevant technology updates in the market
• Good grasp of Product knowledge
• Agile Methodologies

Preferred Qualifications:

• Bachelors Degree in Computer Science, Information Systems, or other related field
• Skilled communicator
• ITIL

Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities