Service Delivery Manager
Service Delivery Manager
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Job Description
You Lead the Way. Weve Got Your Back.
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 youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits programs and flexibility that support you personally and professionally.
At American Express youll be recognized for your contributions leadership and impactevery colleague has the opportunity to share in the companys success. Together well win as a team striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well 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.
How will you make an impact in this role
In this handson role you will be a key member of a team that provides direct technical servicing and support to the senior most leaders at American Express. This position requires someone with strong interpersonal skills and a high level of technical expertise across multiple disciplines. Attention to detail and the ability to communicate clearly and concisely are critical components for success in this role. You will work closely and develop relationships with both internal and external partners to reduce impact on our client base mitigate issues quickly and provide for the best digital experience possible.
- Deliver worldclass high touch technical servicing and support to the senior most leaders at American Express
- The role will be based onsite in our regional UK offices.
- Participate in and help ensure the delivery of premium services and support to our clients
- Lead and contribute to a wide variety of technical projects and initiatives
- Work with external and internal stakeholders to identify and prioritize our clients needs and deliver high quality solutions.
- Work with partners and peers to bridge the gap between design and technical implementation while maintaining the highest standards of delivery.
- Partner with internal teams to test and validate both hardware and software and ensure seamless adoption with a focus on the user experience.
- Key contributor in the development deployment monitoring maintenance and upgrade of all supported technical systems and components
- Act as a SME and lead problem resolution and root cause analysis of complex technical issues
- Adhere to all SLAs and KPIs.
- Develop and implement strategies to optimize service delivery processes and improve efficiency.
- Monitor service performance identify trends and implement proactive measures to prevent issues.
- Create follow and improve procedure documents
- Provide training to enhance digital literacy of our clients and our team members.
- Research technologies and recommend solutions as needed
- Work independently while simultaneously being a collaborative team member striving for team success.
- Occasional travel as needed in support of specific projects or company initiatives
Minimum Qualifications
- Strong customer service organizational and communication skills
- Critical thinking and strategic thought
- Exceptional problemsolving and analytical skills.
- Selfmotivated and willing to learn
- Selfstarter with the ability to effectively work with minimal supervision
- Experience in leading and running large scale projects
- Familiarity with Agile and project management methodologies
- Data reconciliation and reporting
- Ability to communicate and to interact effectively with peers & partners
- Ability to work and adapt in a dynamic environment and recognize and action priority issues
- Ability to manage multiple engagements effectively and deliver during sensitive or pressure situations
- Experience in developing and delivering training
- An active interest and strong understanding of enterprise and consumer technologies with the ability to provide recommendations and guidance when needed.
- Ability to leverage and interpret technical manuals and white papers
- Experience with creating standards and documentation
- Experience in managing and supporting high profile meetings and events
- Strong understanding of hardware/software repair and problem resolution
- Familiarity in utilizing proactive tools and measures to mitigate issues
- Flexibility to work extended hours or afterhours as needed
- Technical Qualifications
- 5 years experience as part of an Executive Support organization of a fortune 500 company.
- Excellent understanding of IT service management (ITSM) frameworks and best practices.
- Extensive experience in administrating and supporting desktop hardware operating systems common business applications mobile devices printers and networking.
- Extensive experience with the Microsoft suite of products.
- Direct experience providing high touch highprofile video meetings using hardware and software such as Cisco Room Kits Cisco WebEx Zoom MS Teams Crestron QSys and BiAmp.
- Understanding of implementing and supporting AV technology
- Direct experience leading & supporting Board Meetings & Executive Offsites
- Outstanding troubleshooting skills
- Familiarity of proactive monitoring tools such as Nexthink & Thousand Eyes
- Familiarity with Powershell or similar scripting languages
- CompTIA A & Network
- ITIL Foundations
- 5 years experience as part of an Executive Support organization of a fortune 500 company.
Preferred Qualifications
- A/V Certifications are plus
- Power Bi & Power Automate competency are a plus
- Experience in user research and design are a plus
We back our colleagues and their loved ones with benefits and programs that support their holistic wellbeing. That means we prioritize their physical financial and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financialwellbeing 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 onsite 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.
Required Experience:
Manager
Employment Type
Full-Time
