Service Delivery Manager

Description:

Description
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 create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll 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 is 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 center 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 an exciting open role for a Service Delivery Manager who will be responsible for the smooth day-to-day operations of the Tech Service Delivery function in APAC reporting into the Director of Service Delivery Asia Pacific.
This role is a primary relationship owner with Business Units for Digital Workplace products, with a concentration on managing Learning & Education across the region. This includes partnerships with Business stakeholders and other Technology Infrastructure teams to ensure colleagues get the appropriate technology & training to be able to perform their roles effectively.
Key Responsibilities
- Reporting into the Director of Service Delivery Asia Pacific - a key stakeholder - and working closely to deliver Goals/OKRs for Digital Workplace for your market and the APAC region.
- Technology Service Delivery in all buildings including escalations management for Business Unit issues
- Technology Concierge Services and Asia Pacific in-building technology support
- Local support for the local Data room(s)
- Support for executive streaming events (e.g. Town Halls)
- Conference and meeting room support
- Ongoing support for home-based colleagues
- Driving continual process improvements & efficiencies through innovation and automation
- Balancing customer experience with regulatory compliance, ensuring audit deliverables are met with the least burdensome process
- Drive Proactive Servicing using Digital Workplace tools
- Directing resources in the resolution/prevention of problems where necessary, including ensuring the proper performance monitors are in place for critical applications
- Collaborating to develop policies and procedures for the service support function
- Keeping abreast of all upcoming software updates and launches and preparing Business Units for the changes
- Managing & strengthening the vendor relationships in technology to ensure their products/services align with our strategy and goals
- Collaborating cross-functionally to achieve the optimal balance between meeting the colleagues' and business needs.
Qualifications
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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job: Technologies
Primary Location: Australia-New South Wales-Sydney
Schedule Full-time
Req ID: 25004306