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.

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