Senior Service Delivery Manager

Job Description

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 as essential part of our customers’ digital lives. Here, you can work alongside talented engineers in open, supportive, inclusive environment where your voice us valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourage you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant. Find your place in technology on #TeamAmex.

How will you make an impact in this role?

Function Description:

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers, and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the Center of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

We have a fantastic open role based in India for an accomplished Service Delivery Manager, who will support our campus offices in Gurgaon and Bangalore. This role will have access to cutting edge tools, engage with a progressive team, whilst working in a fast-paced environment where thinking outside of the box is championed.

Role Name: Sr. Service Delivery Manager
Purpose: 

The Service Delivery role manages the face-to-face IT support for our internal colleagues in India, ensuring the team offer an impeccable and consistent customer service to our valued colleagues. In addition, the Service Delivery Manager must partner with stakeholders across the organisation in an effort to improve colleagues' experience with workplace technology. This role is pivotal in driving operational excellence in India and fulfilling the Service Level Agreements.

To be a rockstar in this role, you will have experience in leading a servicing team who work together to drive enduring, innovative solutions. Your team will educate our colleagues, onboard new products & services and manage escalations. You enjoy creative problem-solving and bring people together to tackle organizational challenges. A passion for listening to colleagues and influencing the end user experience is critical for this role.

Responsibilities:

· Involved in day-to-day TC operations and ensure consistency delivery and colleague experience.

· Constructive 1-1 and career development discussion with direct reports.

· Strong leadership skills in order to motivate and lead their team effectively and to ensure that Colleagues have the knowledge they need to do their jobs well.

· Escalation management for business functions in the respective AMEX offices

· Monitor service metrics to ensure quality delivery and plan to enhance the experience based on the site demands.

· Track the availability of services like workstation technology, AV services, print services, critical rooms and townhall space and ensure any identified issues addressed timely in partnership with product teams/ vendors.

· Partners with Directors of Technical Delivery to drive continuous improvements in operational quality and performance. 

· Collaborate with peer SDMs in delivering end to end solution/ services to business.

· Partner with GREWE teams in smooth BAU operations of the building

Drive business relationship management with site leaders to ensure business understands the Digital Workplace offerings and their needs are fulfilled to be productive.

· Provides communications for business consumption on outages and helps in addressing concerns or providing additional information. 

· Ensures vendors meet the metric targets as per SOW. 

· Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management. 

Critical Factors to Success (Outcome Driven):

Business Outcomes:

· Increase customer engagement

· Manage Product engagement with Custodians

· Product Mastery to drive excellence among the engineers

· Enhance brand reinforcement, visibility and customer accessibility

· Enable faster and seamless customer service

· Ensure effective and efficient management of business processes

· Facilitates the use of technical subject matter expert capability to promote design of technical solutions/improvements.

· Provide actionable insights to stakeholders and drive problem solving to meet business needs.

Leadership Outcomes:

· Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

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