Sr Service Delivery Manager

4 days ago

gurugram, India AMEX Full time

You Lead the Way. Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well 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.

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 centre 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 ASIA for a Sr Service Delivery Manager, who will oversee the technology Service Delivery across all regions.

Responsible for the daily operations of the TechCare Chat Service Delivery and leading a team of colleagues/contractors. Ensures that relevant IT Service Management (ITSM) processes are sustained (e.g. incidents by classifying, prioritizing, resourcing, remedying and that preventative measures are taken to avoid reoccurrence). Ensures that availability is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Monitors and reports operational issues ensuring minimum impact on user experience. Actively provides people-leadership, deep operational knowledge, and coloborate with service delivery teams.

Responsibilities:

Service Delivery

You will plan, assign and lead efficient usage of resources for the duration of the development life cycle, across multiple development groups

Monitors, controls and reports expenditure

Acts as central point of contact for business/development groups or vendors requiring assistance in resolving problems

Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets

Monitors the quality of any vendor resources by reporting on any trends, issues and achievements and raising issues where appropriate

Implements production assurance practices

Ensures vendors meet the metric targets for problem resolution and addressing issues

Provides feedback into vendor contract review process

Assists in quality assessments by supporting quality rating measures on key changes

Delivers Information Technology Infrastructure Library (ITIL) compliance process conformance

Drive continual process improvements through innovation and automation

Balance customer experience with regulatory compliance, ensuring audit deliverables are met with the least burdensome process

Partner with Product Owners, Business Architects, Technology Development, third-party vendors and Data Governance council members to resolve issues and recommend and implement enhancements to processes and technology

Development and Operations

Directs resources in the resolution/prevention of problems where necessary. Prevention includes ensuring the proper performance monitors are in place for top call drivers

Facilitates the use of technical subject matter authority capability to promote design of technical solutions/improvements

Resolves problems, working under the general direction of a Director Service Delivery management.

Partners with Directors of TechCare Chat Service to drive continuous improvements in operational quality and performance

Provides communications for business consumption on outages and provides assistance in addressing concerns or providing additional information

Leadership

People leader to team of Service Delivery colleagues and contractors

Promote, empower, and practice servant-leadership

Drives the teams functional improvements and roadmap Service Delivery

Takes accountability for the functional maturity of the team

Mentor and guide team members to success; identify strengths and areas for growth in direct reports and guides them to grow in their careers while being more productive on the team

Nurture an environment of continuous improvement through mentoring, feedback, and metrics

Works with Director to hire top talent for the team

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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

  • Sr Service Delivery Manager

    5 days ago

    gurugram, India American Express Full time

    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...

  • Sr. Service Delivery Manager

    1 day ago

    Gurugram, India Aon Full time

    The Head of Digital Benefits (SDL) is the leader responsible for all aspects of business services for the India online benefits programmes on internal and external projects. They are also responsible for managing other assigned client projects as agreed – these might be in any country. This includes: • Lead and coach the India Digital OLB Business...

  • Sr. Service Delivery Manager

    11 hours ago

    gurugram, India Aon Full time

    The Head of Digital Benefits (SDL) is the leader responsible for all aspects of business services for the India online benefits programmes on internal and external projects. They are also responsible for managing other assigned client projects as agreed – these might be in any country.This includes: • Lead and coach the India Digital OLB Business...

  • Service Delivery Manager

    1 week ago

    Gurugram, India Lenovo Full time

    Description and Requirements The position is within Lenovo’s Services organization reporting to Head Field Service Delivery. This person manages the field service delivery operations for North India region and Sales Partners& customer engagement for services support of Lenovo PCSD ( personal computing & smart devices ) Along with the metrics...

  • Service Delivery Manager

    12 hours ago

    gurugram, India Lenovo Full time

    Description and Requirements The position is within Lenovo’s Services organization reporting to Head Field Service Delivery. This person manages the field service delivery operations for North India region and Sales Partners& customer engagement for services support of Lenovo PCSD ( personal computing & smart devices )Along with the metrics...

  • Senior Service Delivery Manager

    2 days ago

    Gurugram, India IGT Solutions Full time

    We are looking for Services Delivery Manager Duration: Permanent-Fulltime Job Description: Position Overview : We are seeking an experienced IT Services Delivery Manager with expertise in the travel domain to join our dynamic team. As the Delivery Manager, you will be responsible for overseeing and managing the successful delivery of IT services and...

  • Senior Service Delivery Manager

    3 days ago

    Gurugram, India IGT Solutions Full time

    We are looking for Services Delivery ManagerDuration: Permanent-FulltimeJob Description:Position Overview: We are seeking an experienced IT Services Delivery Manager with expertise in the travel domain to join our dynamic team. As the Delivery Manager, you will be responsible for overseeing and managing the successful delivery of IT services and solutions to...

  • Senior Service Delivery Manager

    1 week ago

    gurugram, India IGT Solutions Full time

    We are looking for IT Services Delivery Manager (Travel Domain) Duration: Permanent-Fulltime Job Description: Overview: We are seeking a dynamic and experienced Delivery Manager to oversee our L1 Support team with a strong technical background in Java and .NET technologies. The ideal candidate will possess excellent leadership skills, a deep understanding...

  • Senior Service Delivery Manager

    2 weeks ago

    Gurugram, India IGT Solutions Full time

    We are looking for IT Services Delivery Manager (Travel Domain)Duration: Permanent-FulltimeJob Description:Overview: We are seeking a dynamic and experienced Delivery Manager to oversee our L1 Support team with a strong technical background in Java and .NET technologies. The ideal candidate will possess excellent leadership skills, a deep understanding of...

  • Sr. Manager

    1 month ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr. Manager

    1 month ago

    gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr. Manager

    3 weeks ago

    gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Sr. Manager

    3 weeks ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Service Delivery Lead

    4 weeks ago

    Gurugram, India FRI FIL India Business and Research Services Private Limited Full time

    Description Within the Workplace Investing department, the Service Delivery team is a client facing team responsible for providing services to Defined Contribution full service pension administration clients and Trustees. We represent all aspects of the relationship beyond the investment process, especially, but not limited to, operations and...

  • Service Delivery Lead

    3 weeks ago

    gurugram, India FRI FIL India Business and Research Services Private Limited Full time

    Description Within the Workplace Investing department, the Service Delivery team is a client facing team responsible for providing services to Defined Contribution full service pension administration clients and Trustees. We represent all aspects of the relationship beyond the investment process, especially, but not limited to, operations and...

  • Service Delivery Lead

    3 weeks ago

    Gurugram, India FRI FIL India Business and Research Services Private Limited Full time

    Description Within the Workplace Investing department, the Service Delivery team is a client facing team responsible for providing services to Defined Contribution full service pension administration clients and Trustees. We represent all aspects of the relationship beyond the investment process, especially, but not limited to, operations and...

  • TMT AS Sr Manager

    1 month ago

    Gurugram, India RSM Delivery Center Private Limited (India) Full time

    We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll...

  • TMT AS Sr Manager

    3 weeks ago

    gurugram, India RSM Delivery Center Private Limited (India) Full time

    We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll...

  • TMT AS Sr Manager

    1 month ago

    gurugram, India RSM Delivery Center Private Limited (India) Full time

    We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll...

  • Operations and Service Delivery Manager

    4 weeks ago

    Gurugram, India ConnectedStars Full time

    We are seeking an experienced and proactive Operations and Service Delivery Manager to oversee and optimize our service delivery processes. The ideal candidate will have a strong background in operations management, excellent leadership skills, and a deep understanding of virtual assistant and digital marketing services.Key Responsibilities:Service Delivery...