Senior Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India American Express Full time
You Lead the Way. We've Got Your Back.

With the right support, individuals and businesses can make incredible progress. By joining Team Amex, you become part of a global community of colleagues committed to backing our customers and communities. We offer unique career paths with benefits, programs, and flexibility that cater to your personal and professional growth.

At American Express, we value your contributions and leadership. Every colleague plays a vital role in our success. Together, we work as a team to provide the best customer experience every day, with integrity and inclusivity.

Join Team Amex - Let's lead the way together

How will you make an impact in this role? Function Description:

Site Services International comprises a diverse team of problem-solvers, educators, analysts, and more. Our goal is to ensure seamless operation of workplace technology, providing top-notch customer service and eliminating tech-related obstacles.

We are seeking a Service Delivery Manager for our offices in India. This role involves managing IT support for colleagues, enhancing the workplace technology experience, and driving operational excellence.

Role Name: Sr. Service Delivery Manager

The Service Delivery Manager is responsible for offering impeccable IT support to internal colleagues in India and collaborating with stakeholders to enhance the workplace technology experience. This role is crucial in maintaining operational standards and fulfilling service level agreements.

Responsibilities:
  • Involved in day-to-day operations to ensure consistent delivery
  • Conducting 1-1 sessions and career development discussions
  • Leading and motivating the team
  • Managing escalations and service metrics
  • Collaborating with technical teams for continuous improvement
  • Driving business relationship management
  • Ensuring vendor compliance
  • Delivering ITIL process conformance
Critical Factors to Success (Outcome Driven): Business Outcomes:
  • Increase customer engagement
  • Manage Product engagement
  • Drive excellence among engineers
  • Enhance brand visibility
  • Enable seamless customer service
  • Ensure effective business process management
  • Provide actionable insights
Leadership Outcomes:
  • Define enterprise priorities
  • Bring innovation and continuous improvement
  • Demonstrate learning agility
  • Deliver exceptional customer experiences
Past Experience

5-7 years' experience supporting customers and leading technical teams.

Academic Background

Bachelor's or Master's Degree in CS or equivalent.

Skills/Capabilities Functional
  • Strong communication and analytical skills
  • Strategic thinking and problem-solving abilities
  • Stay updated with technology trends
  • Product knowledge and Agile Methodologies
Preferred:

Product engineering knowledge

Technical/Platforms
  • Macintosh and Windows platforms
  • Microsoft Office Suite
  • Virtual Desktop Infrastructure and ITIL
Behavioural Enterprise Leadership Behaviors
  • Define Winning Factors, Lead with an External Perspective
  • Build the Best Team, Foster Collaboration
  • Communicate Clearly, Lead with Integrity

We offer competitive salaries, bonus incentives, comprehensive benefits, and career development opportunities. American Express is an equal opportunity employer.

Offer of employment is subject to a background verification check.

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