Senior Service Delivery Manager
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
The Senior Service Delivery Manager on the Global Operations Support (GOS) team is responsible for overseeing and managing the product support team to ensure the consistent and smooth operation of all Amex Travel applications. This role involves strategic planning, leading a multi-faceted, global team, and the collaboration with internal and external product & technology teams/partners.
• Proactive monitoring, maintenance & support of travel systems and applications, ensuring high availability and reliability and high customer experience.
• Build relationships, collaborate with & influence partners (both internal and external) to execute our strategy and roadmap.
• Identify key insights to drive transformational change and continuous improvement in End-End process which decreases incident reports and resolution times.
• Establish and reinforce best practices for production support and incident management.
• Implement best in class monitoring capabilities to ensure issues are identified quickly and accurately.
• Collaborate with cross-functional teams, including product owners, engineering and testing, to inform best practices and drive operational efficiency
• Lead, inspire and mentor a production support team whose responsibilities include:
• Acting as the primary key point of contact for TLS production support with external partners and internal teams
• Troubleshooting, monitoring, defect management, and critical escalation/issue resolutions by engaging appropriate team
• Facilitate regular meetings to review defects/incidents, team/stakeholder feedback and create an actionable roadmap to improve product performance and reliability
• Spearhead the creation of a knowledge base framework for the GOS team that will act as a living document of product requirements and system functionality
• Provide periodic or ad hoc reporting in order to provide various insights including:
• Product performance metrics, incident resolution and other key support metrics
• KPIs and other metrics that reflect the status of Product Operations team as well as highlighting identified areas of improvement & potential solutions to drive effective processes
• Partnering with other teams to provide periodic communications during the outage and outcome of the root cause analysis
Minimum Qualifications
• 3+ years of experience in production development, support, IT operations or QA with a proven track record.
• Very strong Collaboration, Influence, Communication skills with a strong track record of data driven process transformation and consistently driving results in a dynamic and complex environment
• Strong people management skills and proven track record of leading a diverse team in a Global environment with multiple internal and external partners.
• In-depth knowledge for best practices for ITIL processes, incident management and application monitoring including experience managing escalation protocols for critical incidents and disaster recovery. Understanding of IT infrastructure and application integration.
• Experience with Service Now incident management system, Splunk/Dynatrace monitoring/alerting tools and Agile methodologies and tools(Jira/Confluence) are preferred.
• Strong understanding of Travel Eco Systems including digital travel infrastructure and global distribution systems is a plus.
• Excellent verbal and written communication skills and experience working with senior leaders
Preferred Qualifications
• Sabre GDS and Travel Industry Knowledge
• ITIL Certifications and Software Development Background
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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
• 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.
Apply Now
Apply Now
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
The Senior Service Delivery Manager on the Global Operations Support (GOS) team is responsible for overseeing and managing the product support team to ensure the consistent and smooth operation of all Amex Travel applications. This role involves strategic planning, leading a multi-faceted, global team, and the collaboration with internal and external product & technology teams/partners.
• Proactive monitoring, maintenance & support of travel systems and applications, ensuring high availability and reliability and high customer experience.
• Build relationships, collaborate with & influence partners (both internal and external) to execute our strategy and roadmap.
• Identify key insights to drive transformational change and continuous improvement in End-End process which decreases incident reports and resolution times.
• Establish and reinforce best practices for production support and incident management.
• Implement best in class monitoring capabilities to ensure issues are identified quickly and accurately.
• Collaborate with cross-functional teams, including product owners, engineering and testing, to inform best practices and drive operational efficiency
• Lead, inspire and mentor a production support team whose responsibilities include:
• Acting as the primary key point of contact for TLS production support with external partners and internal teams
• Troubleshooting, monitoring, defect management, and critical escalation/issue resolutions by engaging appropriate team
• Facilitate regular meetings to review defects/incidents, team/stakeholder feedback and create an actionable roadmap to improve product performance and reliability
• Spearhead the creation of a knowledge base framework for the GOS team that will act as a living document of product requirements and system functionality
• Provide periodic or ad hoc reporting in order to provide various insights including:
• Product performance metrics, incident resolution and other key support metrics
• KPIs and other metrics that reflect the status of Product Operations team as well as highlighting identified areas of improvement & potential solutions to drive effective processes
• Partnering with other teams to provide periodic communications during the outage and outcome of the root cause analysis
Minimum Qualifications
• 3+ years of experience in production development, support, IT operations or QA with a proven track record.
• Very strong Collaboration, Influence, Communication skills with a strong track record of data driven process transformation and consistently driving results in a dynamic and complex environment
• Strong people management skills and proven track record of leading a diverse team in a Global environment with multiple internal and external partners.
• In-depth knowledge for best practices for ITIL processes, incident management and application monitoring including experience managing escalation protocols for critical incidents and disaster recovery. Understanding of IT infrastructure and application integration.
• Experience with Service Now incident management system, Splunk/Dynatrace monitoring/alerting tools and Agile methodologies and tools(Jira/Confluence) are preferred.
• Strong understanding of Travel Eco Systems including digital travel infrastructure and global distribution systems is a plus.
• Excellent verbal and written communication skills and experience working with senior leaders
Preferred Qualifications
• Sabre GDS and Travel Industry Knowledge
• ITIL Certifications and Software Development Background
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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
• 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.
Apply Now
Apply Now