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Senior. Service Delivery Manager - job 5 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.)
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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

Are you ready to take your career to the next level as a Senior Service Delivery Manager at American Express? Nestled in the vibrant city of Phoenix, Arizona, this role is all about leading the charge in delivering technical operational excellence within our Messaging environment. Imagine being part of a diverse and supportive team that thrives on innovation and collaboration! At American Express, we understand the importance of personal and professional growth, which is why we emphasize not just your role but your overall success. You will be diving into operational support for Microsoft Office 365, Microsoft Exchange, and more, all while ensuring the smooth running of our workplace technologies used by over 100,000 global users. Your expertise in Messaging environments will be invaluable, and you'll be at the forefront of troubleshooting and resolving major incidents alongside our vendor partners and technology teams. Plus, there’s room for creativity as you help design, document, and implement Agile-related processes. And yes, embrace the hybrid work model that suits your lifestyle while enjoying comprehensive benefits that truly back you and your well-being. If you have a passion for problem-solving and want to contribute to a company that values your voice, this is the perfect opportunity to shine. Join Team Amex today and let’s lead the way together, creating exceptional experiences for our customers and communities!

Frequently Asked Questions (FAQs) for Senior. Service Delivery Manager Role at American Express
What are the main responsibilities of a Senior Service Delivery Manager at American Express?

As a Senior Service Delivery Manager at American Express, your key responsibilities include providing operational support for workplace technologies like Microsoft Office 365 and Microsoft Exchange, managing all operational risk and compliance activities related to the Messaging environment, and leading team operations and escalations. You'll work closely with vendor partners and other technology teams to resolve major incidents and develop Agile processes that enhance our service delivery.

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What qualifications are needed for the Senior Service Delivery Manager position at American Express?

Candidates interested in the Senior Service Delivery Manager position at American Express should have a Bachelor's Degree in Computer Science or related fields, alongside at least 5 years of relevant experience in Messaging support. Knowledge of technical environments, operational risk management, and the ability to deliver solutions in a dynamic business landscape are essential.

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How does American Express support professional development for Senior Service Delivery Managers?

American Express strongly believes in continuous learning and professional development. As a Senior Service Delivery Manager, you will be provided with dedicated time to invest in your growth, access to career development training opportunities, and a supportive environment that encourages skill enhancement and mentorship across the organization.

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Can you describe the work environment for a Senior Service Delivery Manager at American Express?

At American Express, the work environment for a Senior Service Delivery Manager is inclusive and collaborative. You will be part of a diverse tech team that embraces open communication, values your input, and encourages innovative problem solving, all while offering flexible work arrangements that suit your personal lifestyle.

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What kind of support does American Express provide to its employees in terms of benefits?

American Express offers a comprehensive benefits package for its employees, which includes competitive salaries, bonus incentives, extensive health insurance coverage, retirement savings options with a company match, paid parental leave, wellness programs, and continuous support for mental well-being, ensuring that every employee is backed in both their personal and professional life.

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Common Interview Questions for Senior. Service Delivery Manager
What experience do you have with Microsoft Exchange and Office 365 support?

When answering this question, focus on specific projects where you provided support or implemented solutions related to Microsoft Exchange or Office 365. Discuss the challenges you faced, your problem-solving strategies, and how your contributions positively impacted the team's effectiveness.

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How do you manage vendor relationships in a Service Delivery Manager role?

Highlight your experience in working with vendors by discussing your approach to building and maintaining professional relationships. Share examples of successful collaborations, conflict resolutions, and how you ensured that vendor services met organizational standards.

Join Rise to see the full answer
Can you explain your understanding of Agile practices and how you have applied them?

Discuss your experience with Agile methodologies in detail, referencing specific situations where you implemented Agile practices. Explain how this approach improved project efficiency and responsiveness to changes and how it fosters teamwork and engagement within your team.

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Describe a time you resolved a major incident in a Messaging environment.

Use the STAR method (Situation, Task, Action, Result) to describe an incident you managed. Focus on your analytical thinking, the steps you took to get to the root cause, the solutions you implemented, and the result of your actions on the team and organization.

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What strategies do you use to maintain operational risk and compliance?

Talk about your approach to identifying and assessing risks in service delivery. Mention your familiarity with compliance requirements and discuss specific actions you’ve taken to mitigate risks, such as establishing documentation processes, conducting training sessions, or using monitoring tools.

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How do you ensure effective communication within your team and with stakeholders?

Explain your communication strategies, such as using project management tools, regular check-ins, and transparent reporting. Highlight a situation where effective communication led to successful teamwork or resolution of a challenge.

Join Rise to see the full answer
How do you prioritize tasks when managing multiple projects?

Share your methods for prioritizing tasks, such as assessing impacts and deadlines or using project management frameworks. Provide an example where your prioritization led to improved performance or successful project completion.

Join Rise to see the full answer
What is your approach to professional development for yourself and your team?

Discuss how you value continuous learning and development by outlining specific initiatives or programs you've led or participated in. Emphasize the importance of knowledge sharing and mentorship within your team to foster growth.

Join Rise to see the full answer
What challenges do you anticipate in the Senior Service Delivery Manager role and how would you overcome them?

Recognizing challenges shows insight. Talk about potential issues such as rapid technological changes or vendor dependency, and share your strategies for staying informed, being adaptable, and proactively addressing risks.

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Why do you want to work for American Express as a Senior Service Delivery Manager?

Express your excitement about American Express’s commitment to innovation, diversity, and employee well-being. Share your alignment with the company's values and your aspiration to contribute to their mission of delivering exceptional customer experiences.

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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
MATCH
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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
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 22, 2025

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