Service Delivery Lead/executive - New York, United States - Amex

Amex

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

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.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives.

Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.

American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.

And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.

Find your place in technology of #TeamAmex.

The Chief Technology Officer Organization's vision is to raise the bar for technical excellence, talent, strategy, and standards across Technology.

It also seeks to cultivate and foster technical innovation, as well as elevate and amplify the technical heartbeat of the organization.

A hands-on role responsible providing and ensuring the best digital experience for the senior leaders at American Express.

Will leverage a broad range of technical and interpersonal skills to provide both guidance and advanced technical support to both clients and function as an escalation point for peers.

Ensures that incidents and problems are properly managed by classifying, prioritizing, resourcing, and remedying. and that. Using data, implement identify trends and implement preventative measures to avoid reoccurrence.

Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.

Monitors and reports all outages. Communicates effectively to both customers and Peers.

Central point of contact for Senior Leadership requiring guidance or assistance in resolving problems.
Carries out handson troubleshooting and problem resolution of end user computing devices and software.
Root cause analysis and determination.
Manages various vendor relationships with both local and global vendors to ensure longterm, mutual benefit.
Originate and partake in special projects and ensure efficient delivery and completion.
Provides mentorship and coaching to colleagues in other Service Delivery roles in order to upskill the larger team.
Constantly looks outward at the larger market, and toward the future, to ensure a competitive practice.
You will plan, assign and lead efficient usage of resources for a wide range of initiatives.
Monitors, controls and reports on Service Delivery initiatives.
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 automation and efficiency practices
Ensures partners/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
Adds to the development of policies and procedures for the production and service support function
Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance

Education & Experience

Prior relevant IT work experience including high touch executive support and systems support and development.
Experience managing vendors, outsourcing to third parties.
Prior experience in project management is a plus

Knowledge & Skills

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
Understanding of data analysis, using data to drive decisions and discussions.
Requires leadership skills, including the ability to give, rec