Senior Service Delivery Manager

You Lead the Way. We’ve Got Your Back.

#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023 
#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023 
#8th in Fortune Magazine’s 2023 World’s Most Admired Companies 
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

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.

How will you make an impact in this role?

Responsible for the daily operations of the Service Delivery and DevOps functional area and leading a team of colleagues/contractors. 
Ensures that relevant IT Service Management (ITSM) processes are sustained (e.g. incidents and problems 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 all production outages.  
Actively provides people-leadership, deep operational knowledge, and contributes to service delivery teams.
Provides overall management of Service Delivery and DevOps activities across multiple service capabilities.  
People leader for a co-located mixed team of colleagues and contractors, span of control of at least eight team members.

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 (DevOps)

Directs resources in the resolution/prevention of problems where necessary. Prevention includes ensuring the proper performance monitors are in place for critical applications
Monitors the resolution of any defects by development teams within the 90-day warranty period
Facilitates the use of technical subject matter authority capability to promote design of technical solutions/improvements
Adds to the development of policies and procedures for the production and service support function 

Leadership

People leader to team of Service Delivery colleagues and contractors
Promote, empower, and practice servant-leadership
Drives the team’s functional improvements and roadmap
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
People leader for high functioning team of service delivery colleagues and contractors
Leads and mentors teams of analysts through ongoing delivery efforts
Resolves problems, working under the general direction of a Director Service Delivery management.
Partners with Directors of Technical Delivery 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
Prior relevant IT work experience with Manager experience of 10 yrs.
Bachelor’s degree in computer science, Information Systems, or other related field
Requires knowledge across multiple business and technical environments, covering a variety of business functions and capabilities
Requires financial acumen in terms of monitoring, controlling and reporting budget expenditure

Additional Details:

Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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

This role is not open to visa sponsorship according to business requirements.

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

To know more about our recruitment process, you may watch this short video – What to Expect: Recruitment at American Express