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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
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 let's lead the way together.
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.
We have a fantastic open role based in ASIA for a Sr Service Delivery Manager, who will oversee the technology Service Delivery across all regions.
Responsible for the daily operations of the TechCare Chat Service Delivery and leading a team of colleagues/contractors. Ensures that relevant IT Service Management (ITSM) processes are sustained (e.g. incidents by classifying, prioritizing, resourcing, remedying and that preventative measures are taken to avoid reoccurrence). Ensures that availability is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Monitors and reports operational issues ensuring minimum impact on user experience. Actively provides people-leadership, deep operational knowledge, and coloborate with service delivery teams.
Responsibilities:
Service Delivery
•You will plan, assign and lead efficient usage of resources for the duration of the development life cycle, across multiple development groups
•Monitors, controls and reports expenditure
•Acts as central point of contact for business/development groups or vendors requiring assistance in resolving problems
•Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets
•Monitors the quality of any vendor resources by reporting on any trends, issues and achievements and raising issues where appropriate
•Implements production assurance practices
•Ensures vendors meet the metric targets for problem resolution and addressing issues
•Provides feedback into vendor contract review process
•Assists in quality assessments by supporting quality rating measures on key changes
•Delivers Information Technology Infrastructure Library (ITIL) compliance process conformance
•Drive continual process improvements through innovation and automation
•Balance customer experience with regulatory compliance, ensuring audit deliverables are met with the least burdensome process
•Partner with Product Owners, Business Architects, Technology Development, third-party vendors and Data Governance council members to resolve issues and recommend and implement enhancements to processes and technology
Development and Operations
•Directs resources in the resolution/prevention of problems where necessary. Prevention includes ensuring the proper performance monitors are in place for top call drivers
•Facilitates the use of technical subject matter authority capability to promote design of technical solutions/improvements
•Resolves problems, working under the general direction of a Director Service Delivery management.
•Partners with Directors of TechCare Chat Service to drive continuous improvements in operational quality and performance
•Provides communications for business consumption on outages and provides assistance in addressing concerns or providing additional information
Leadership
•People leader to team of Service Delivery colleagues and contractors
•Promote, empower, and practice servant-leadership
•Drives the team’s functional improvements and roadmap Service Delivery
•Takes accountability for the functional maturity of the team
•Mentor and guide team members to success; identify strengths and areas for growth in direct reports and guides them to grow in their careers while being more productive on the team
•Nurture an environment of continuous improvement through mentoring, feedback, and metrics
•Works with Director to hire top talent for the team
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.