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Senior Service Delivery Manager

American Express

Location: West Sussex

Job Type: Full time


At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.

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.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join #TeamAmex and let’s lead the way together.

The Loyalty & Benefits Platform is part of the larger Enterprise Platforms Center of Excellence where product, engineering and delivery resources have been organizationally brought together to improve speed to market and further unlock value across core capabilities. We are on a journey to create world’s best loyalty & benefit experiences for our customers with a team of energetic and passionate talents using agile practices to build highly available, nimble, extensible & modern platform for loyalty, R42.

The Senior Service Delivery Manager is responsible for the daily operations of the Service Delivery and DevOps functional area and leading a team of colleagues/contractors. This resource will lead remediation team who is responsible to remediate impacted customer using tools or scripts created by Dev teams. Ensures that relevant processes are sustained for Operational Risk Events/Corrective Action Plans by classifying, prioritizing, resourcing, remedying and that preventative measures are taken to avoid reoccurrence. The remediation team will be responsible for managing Operational Risk Events/Corrective Action Plans within Reward, Redemption & Platform domains. The resource will run the process to meet milestones and timely execute the remediations. The ideal candidate is a change agent with a strong project management and process background, which will take a hands-on approach to leading teams of incredibly talented smart creatives in continuing to strengthen, stabilize and simplify our modern and classic applications, while delivering tangible value to our business stakeholders on an ongoing basis.

How will you make an impact in this role?

  • Play an active role in the continuous enhancement of our product engineering culture by inspiring, guiding, and enabling a group of highly talented and engaged smart creatives
  • Take a hands-on approach to advancing the modernization and transformation of our Global Loyalty Enterprise Platform, while driving innovation across the overarching Enterprise Platform
  • Acts as central point of contact for compliance/business/development groups requiring assistance in resolving Operational Risk Events/Corrective Action Plans
  • Monitors problem, change and incident queues, implementing compliance with capability, root cause analysis and change quality targets
  • Monitors the quality of deliverables by reporting on any trends, issues and achievements and raising issues where appropriate
  • Provide front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
  • Provide feedback to engineering and product team based on the ongoing remediation activities
  • Look for efficiency improvement in productivity savings. Drive and live by the culture of innovation resulting in highly efficient team and improving operational efficiency
  • Communicate with leadership and dev teams the overall status,contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
  • Promote, empower, and practice servant-leadership
  • Drive the team’s functional improvements and roadmap
  • Takes accountability for the functional maturity of the team

Minimum Qualifications:

  • 5+ years of relevant IT experience (SDLC / Agile, Service Delivery)
  • People leader for high functioning team of service delivery colleagues and contractors
  • Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
  • Ability to assess severity, gather impacts, creates tickets, engage necessary support teams, and escalate as necessary to ensure timely restoration
  • Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
  • Ability to suggest, implement ideas for enhancing the customer experience and implement best practices for cost saving
  • Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
  • Ability to deal with complex information, processes and relationships to derive a simple solution
  • Good ability to navigate ambiguity and quickly establish credibility
  • Excellent spoken and written English competence with clear oral communication skills
  • Experience in Change management and Incident management tools
  • Good project management skills and demonstrates flexibility
  • Strong business acumen, communication and presentation skills
  • University Degree in Computer Science, Software Engineering, Information Systems, or related field

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

To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on