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Senior. Service Delivery Manager - job 9 of 11

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.

The Chief Technology Officer Organization’s vision is to raise the bar for technical excellence, talent, strategy, and standards across Technology. It also seeks to cultivate and foster technical innovation, as well as elevate and amplify the technical heartbeat of the organization.

How will you make an impact in this role?

Enterprise Messaging team has a global responsibility to provide service and support for workplace technologies used by over 100,000 global users. This is not a Program Manager or Project Management position. Technical knowledge of Messaging environments is required to be successful at this role. The Service Delivery Manager will deliver technical operational excellence within the American Express Messaging environment by leading AXP and vendor team operations and escalations. This position reports to the Director of Messaging Services within End User Computing Operations. 

  • Operational support of Microsoft Office 365 platform, Microsoft Exchange, Email Gateway, and Enterprise Vault
  • Develop/deliver communications to the SDM leadership team
  • Design, solution, and deliver Agile related processes, including documenting and reporting
  • Works with Technology experts to identify potential solution to meet the business needs
  • Work closely with vendor partners and other American Express Technology teams to resolve major incidents
  • Deliver solutions for Mergers and Acquisitions for integration within AXP environment
  • Manage all Operational Risk and compliance related activities related to Messaging environment

Are you prepared to solve the toughest problems? 

  • Bachelor's Degree in Computer Science, Information Systems, or related field
  • 5 years of experience with multiple business and technical environments, as well as business functions and capabilities
  • 5 years of experience in Messaging support role
  • Ability to drive calls to resolution
  • Ability to create and update processes and procedure documentation
  • IT work experience, including systems development
  • On-call 24x7 support required

At the core of Service Delivery

  • Every member of our team must be able to demonstrate the following technical, functional, leadership and business core competencies, including:
  • Agile Practices
  • Programming Languages and Frameworks
  • SDLC Methodologies and Practices
  • Business Analysis
  • Financial Management
  • Analytical Thinking
  • Problem Solving
  • Resourcing

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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Average salary estimate

$150000 / YEARLY (est.)
min
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$110000K
$190000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior. Service Delivery Manager, American Express

Join American Express as a Senior Service Delivery Manager in Phoenix, Arizona, where you'll play a pivotal role in supporting our global enterprise messaging team. Here, you'll thrive in a vibrant culture that not only supports innovation but places great emphasis on teamwork and personal development. As the Senior Service Delivery Manager, your technical expertise will shine as you manage the operational excellence of our Microsoft Office 365 platform, Microsoft Exchange, Email Gateway, and Enterprise Vault. This is a unique opportunity to lead a dynamic group of professionals dedicated to solving complex problems while delivering excellent service to over 100,000 users worldwide. Your responsibilities will include collaborating closely with our vendor partners and internal teams to drive swift resolutions and manage operational risks. You’ll be more than just a manager; you’ll be a key player in crafting solutions for Mergers and Acquisitions while ensuring compliance within our messaging environment. Joining Team Amex means being part of a global community that invests in your growth, encourages balanced work-life dynamics, and believes that your contributions matter. With an extensive range of benefits aimed at supporting your holistic well-being, including a competitive salary, bonus incentives, flexible working arrangements, and generous parental leave, we are dedicated to backing you both personally and professionally. Come lead the way and be a part of a company that values integrity and innovation as the Senior Service Delivery Manager at American Express.

Frequently Asked Questions (FAQs) for Senior. Service Delivery Manager Role at American Express
What responsibilities can I expect as a Senior Service Delivery Manager at American Express?

As a Senior Service Delivery Manager at American Express, you will be responsible for the operational support of the Microsoft Office 365 platform, Microsoft Exchange, Email Gateway, and Enterprise Vault. Your role will involve developing effective communications for the leadership team, managing operational risk and compliance activities, and working closely with technology experts to identify solutions that meet business needs. You'll also lead the team in resolving major incidents with vendor partners and other teams, ensuring a smooth experience for our 100,000 global users.

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What qualifications are necessary for the Senior Service Delivery Manager role at American Express?

To be successful as a Senior Service Delivery Manager at American Express, candidates should have a Bachelor's Degree in Computer Science or a related field. Additionally, you should have at least five years of experience in messaging support roles and across multiple business and technical environments. A strong ability to resolve conflicts and drive calls to resolution is critical, along with experience in creating processes and documentation relevant to IT work.

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What is the work culture like at American Express for Senior Service Delivery Managers?

The work culture at American Express for Senior Service Delivery Managers is open, inclusive, and collaborative. You will work in a diverse tech team that values innovation and empowers you to make decisions on the technology you use to tackle challenging problems. The company encourages professional development and provides dedicated time for skill enhancement, ensuring you stay at the forefront of technology in your role.

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Does the Senior Service Delivery Manager position require on-call support?

Yes, the Senior Service Delivery Manager role at American Express requires on-call support 24/7. This is essential to ensure that operational excellence is maintained and that any critical incidents or issues are resolved in a timely manner, safeguarding the experience of users relying on our messaging services.

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What benefits are offered to Senior Service Delivery Managers at American Express?

Senior Service Delivery Managers at American Express are offered a comprehensive benefits package that includes competitive salaries, bonus incentives, and a 6% match on retirement savings plans. Additionally, you'll have access to extensive healthcare options, 20+ weeks of parental leave, wellness programs, and career development opportunities, all aimed at supporting your overall well-being and work-life balance.

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Common Interview Questions for Senior. Service Delivery Manager
Can you describe your experience with Microsoft Exchange as a Senior Service Delivery Manager?

In answering this question, focus on specific projects you've worked on involving Microsoft Exchange, including any challenges you faced and how you overcame them. Highlight your technical skills and knowledge, and be sure to mention how your contributions positively impacted the organization.

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How do you handle operational risks in messaging environments?

Discuss your approach to identifying and managing operational risks by providing examples from your past experience. Highlight any frameworks or methodologies you follow, emphasizing your attention to detail and proactive strategies in mitigating risks.

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What strategies have you used to resolve major incidents in your previous roles?

Describe a specific incident you managed, detailing the steps you took to resolve it. Make sure to emphasize your communication skills and how you coordinated with different teams to achieve a swift resolution. This will showcase your leadership capabilities in high-pressure situations.

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How do you ensure compliance within your team's operations?

Explain the measures you implement to ensure compliance, including regular audits and the creation of process documentation. Share examples of how you stay updated with industry regulations and best practices, and how you instill a culture of compliance within your team.

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What is your experience with Agile practices in a tech environment?

Share your experience with Agile methodologies, particularly in the context of service delivery. Be specific about the roles you've held and how Agile practices have improved project outcomes and team performance in your previous positions.

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How do you approach stakeholder communications as a Senior Service Delivery Manager?

Discuss your communication style and how you tailor messages for different stakeholders. Provide examples of effective communication strategies you’ve employed to keep everyone informed and engaged during projects and operational changes.

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What tools or software have you used to manage service delivery operations?

List the tools and software that you have experience with, explaining how they helped you manage operations effectively. Be ready to discuss your familiarity with monitoring systems, ticketing solutions, or reporting tools that are relevant to service delivery.

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How do you prioritize tasks and manage time effectively in a fast-paced environment?

Illustrate your time management techniques, possibly citing specific tools you utilize or methodologies like the Eisenhower Matrix or Kanban. Relate your answer to real situations where you've had to prioritize competing demands in your role.

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Can you provide an example of a time when you led a successful team project?

Choose a significant team project you led and explain your role in coordinating activities, guiding team members, and achieving project goals. Highlight the outcome and any feedback received from team members or stakeholders.

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What are the key performance indicators you believe should be tracked for a Senior Service Delivery Manager?

Discuss key metrics such as incident response times, user satisfaction scores, compliance rates, and team productivity. Justify why these indicators are important and how they help measure success in service delivery.

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American Express is a multinational financial services corporation and global leader in providing personal, small business, and corporate credit cards.

3989 jobs
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BADGES
Badge Family FriendlyBadge Office VibesBadge Work&Life BalanceBadge Rapid Growth
CULTURE VALUES
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 20, 2025

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