Senior Service Delivery Manager

You Lead the Way. We’ve 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, 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.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives.Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.Find your place in technology on #TeamAmex.

Focus: Responsible for Data Center Infrastructure critical process service delivery function, leading team of Colleagues and Contractors. Ensures relevant incidents and problems are classified, prioritized, resourced, remedied 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 all production outages. Actively provides people-leadership, deep operational knowledge and contributes to service delivery teams.

Organizational Context:Member of Data Center Infrastructure, typically working with Service Delivery Managers, Workflow Leaders, Engineers, Technicians, Analysts and Specialists.People Leader for a mixed team of Colleagues and Contractors.Span of control at least eight team members. 

Key Responsibilities

Provides people leadership to a team of Colleagues and Contractors, driving the team’s functional roadmap and taking accountability for the maturation of the team.

Promotes, empowers, and practices servant leadership.

Coaches, mentors, and guides team members to success, identifying strengths and areas for growth and guiding team to grow in their careers while becoming more productive on the team.Champions an environment of continuous improvement.

Controls cost of services and ensures efficient usage of resources.

Ensures targets are met by monitoring quality of resources and reporting on trends, issues, and achievements, raising issues where appropriate.

Acts as central point of contact for business/vendors/partners requiring assistance resolving issues.

Identifies potential constraints and bottlenecks, directing efforts to prevent service disruptions.

Partners with customers to resolve issues and recommend / implement enhancements.

Implements production assurance practices and provides proactive monitoring of key critical applications and business processes to mitigate potential incidents before they impact the customer.

Plan, assign and handle efficient usage of staff technicians supporting established service level objectives.

Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets.

Ensures Service Level Agreements for the platform/capability are maintained and all internal standards and compliance requirements are satisfied.

Balances Customer experience with regulatory compliance, ensuring audit objectives are met with the least burdensome process.

Drives continual process improvement; document and share lessons learned.

Facilitates the development of policies and procedures as appropriate.

Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets.

Monitors and provides feedback into quality of contracted vendor service delivery resources by reporting on any trends, issues and achievements; advancing where appropriate.

Provides input and feedback into vendor service delivery agreements

Solves issues that arise while identifying business gaps and recommending solutions to reduce repetitiveness and finds opportunities to collaborate across streams.

Identifies scenarios that are out of tolerance to expected state and drives resolution.

Monitor, control and report staff resource overages weighed against shift work schedules.

Implements and supports established International Organization for Standards (ISO) policies/procedures.

Assists in the development and deployment of preventative maintenance procedures.

Works to ensure standard methodologies relating to business processes and technologies/tool sets are communicated, understood and implemented within teams.

Works with the Director to hire top talent.

Minimum Qualifications

Minimum 5+ years with mission critical data center infrastructure with shown talents in critical processes and infrastructure services including:

Experience with crafting and implementing complex operational procedures and sequences to safely configure the facility in a variety of maintenance and repair configurations without incident, as well as overarching business processes and functions that support the delivery of critical processes and services within Data Center Infrastructure.

Extensive knowledge of critical space, facilities operations and maintenance in mission critical data center physical environments with experience recognizing and driving remediation of deficiencies and lurking vulnerabilities.

Experience with critical asset life cycle management, event response, audit/compliance, governance, and other core business process central to Data Center Infrastructure.

Bachelor’s Degree

Preferred Qualifications

Deep understanding of the core functions that span the Data Center Infrastructure Service Delivery organization.

Demonstrated ability to successfully communicate with proficiency across streams and channels of business units and infrastructure teams at all levels.

Demonstrated ability to influence management matrix to achieve outcomes without direct responsibility.

Consistent track record converting sophisticated technical information into logical construct and conveying to lay audiences.

Demonstrated ability to run performance and workflow across multiple shifts, teams and disciplines.

Knows when to advance decisions to Leadership and when to make on-the-spot decisions.

Exceptional and demonstrable time management skills, leading multiple initiatives effectively and progressing work in parallel.

Good communication skills and ability to deliver leadership level messages.

Sets and maintains high standards for self and others; holds self and partners accountable for achieving results. Experience working with culturally diverse teams.

Core Competencies

·Adaptive Communication

·Agile Practices

·Analytical Thinking

·Business Risk Management

·Coaching/Mentoring

·Governance and Reporting

·Influence and Negotiation

·IT Infrastructure

·Problem Management

·Relationship Management

·Service Level Management

·Vendor Management

·Industry and Company Knowledge

·Organizational Change and Incident Management

·Technical Acumen

Game Changers/Performance Amplifiers

·Adaptability

·Collaboration and Teamwork

·Continuous Improvement

·Courage

·Curiosity

·Growth Mindset

·Ingenuity

·Learning Agility

·Open Communication

·Servant Leadership

·Tenacity

Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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