Job Details

Description

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.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

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?

The Service Delivery Manager is a critical leadership role responsible for ensuring the seamless and efficient delivery of Digital Workplace and technology services within the local site buildings. Reporting directly to the Director of Service Delivery, this individual will be a key stakeholder in achieving Digital Workplace goals and KPIs. Leveraging a strong technical background encompassing end-user computing and AV systems, the Service Delivery Manager will oversee the availability, support, and continuous improvement of these vital services. This role demands a proactive leader with exceptional problem-solving skills, a data-driven mindset, and the ability to build strong relationships with site leaders and technical teams. The ideal candidate will be adept at balancing customer experience with regulatory compliance and driving service excellence through process innovation and team leadership.

Key Responsibilities:

• Take ownership of Technology Service Delivery across all buildings within the local site, acting as the primary point of escalation for Business Unit technology issues related to Digital Workplace and AV services.

• Proactively track and ensure the high availability of critical end-user services, including workstation technology, print services, and AV systems in meeting rooms and event spaces. Partner with product teams and vendors to resolve issues promptly.

• Drive a culture of continuous process improvement through the identification and implementation of innovative solutions and automation opportunities to enhance efficiency and user experience.

• Balance the delivery of an exceptional customer experience with adherence to regulatory compliance requirements, ensuring audit deliverables are met through streamlined and efficient processes.

• Direct resources in the effective resolution and prevention of service incidents, ensuring appropriate performance monitoring is in place for critical applications and AV systems. Lead ticket reduction initiatives through proactive measures and root cause analysis.

• Leverage Digital Workplace tools and methodologies to implement proactive servicing strategies, anticipating and resolving potential issues before they impact users.

• Utilize service performance data and analytics to inform strategic decisions and actions, ensuring the delivery of the highest quality services and identifying areas for improvement.

• Collaborate with peers and leadership to develop and implement clear policies and procedures for the production and service support functions related to Digital Workplace and AV services.

• Partner effectively with peers across different technology domains to deliver seamless end-to-end solutions and services to the organization.

• Provide constructive 1:1 coaching, conduct career development discussions with direct reports, and effectively motivate and lead the team, ensuring colleagues have the necessary resources and support to succeed.

• Build and maintain strong relationships with site leaders to understand their teams' technology needs, proactively communicate Digital Workplace and AV service offerings, and address any concerns.

• Ensure that external vendors supporting Digital Workplace and AV services meet their agreed-upon targets and service levels as outlined in their Statements of Work (SOWs).

• Ensure adherence to ITIL best practices and compliance for Incident, Problem, and Change Management processes within the scope of Digital Workplace and AV services.

Qualifications:

• Proven experience (typically 5 years) in a Service Delivery Management role with increasing responsibility.

• Strong technical background with hands-on experience in end-user computing environments (e.g., desktops, laptops, peripherals, operating systems, software deployment).

• Demonstrable technical expertise in Audio Visual (AV) systems and technologies (e.g., video conferencing, presentation systems, digital signage, control systems).

• Comprehensive understanding of the technology support landscape and the diverse needs of end-users across various business functions.

• Excellent leadership and team management skills with a proven ability to motivate and develop direct reports.

• Strong analytical and problem-solving skills with a data-driven approach to service improvement.

• Excellent communication, interpersonal, and stakeholder management skills, with the ability to build strong relationships at 1 all levels.

• Experience in driving process improvement initiatives and implementing automation solutions.

• Knowledge of ITIL framework and experience in implementing ITIL processes.

• Ability to balance customer needs with regulatory requirements and compliance standards.

• Experience managing external vendors and ensuring service level adherence.

• Bachelor's degree in Information Technology, a related field, or equivalent experience.

Preferred Qualifications:

• ITIL certification.

• Experience with Digital Workplace tools and technologies.

• Experience in a multi-building or campus environment.

This role offers an exciting opportunity to lead and shape the delivery of critical Digital Workplace and Audio-Visual services within our local site, making a significant impact on the productivity and experience of our employees.

Qualifications

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.

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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.

Job: Technologies

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25008859