Service Delivery Manager - Global Corporate Payments Job
American Express - Phoenix, AZ

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Service Delivery Manager - Global Corporate Payments-13002527

Global Business Customer Care (GBCC) department delivers a consistent and flexible production support model, driven by the needs of our Customer Care Professionals, Merchants, Internal Business Partners, and Customer base. GBCC is the critical production support organization to focus on American Express Lines of Business & integrate the model for accelerating and sustaining improvements towards system stability.

* The Service Delivery Manager for Global Corporate Payments will manage day-to-day operations (24/7) support of Global Corporate Payments applications
* Deliver technical solutions to problems identified and architectural recommendations along with process conformance for incident, problem, change management, and compliance
* Ensure that incidents and problems are classified, prioritized, and remedied
* Ensure root cause analysis is done and that proactive/preventative measures are taken to avoid a reoccurrence
* Lead the vendor technology team by providing technical guidance, reporting on trends, issues, achievements, and escalating where appropriate
* Perform as the initial and central point of contact for business partners/vendors
* Provide communications for business consumption on outages
* Drive and monitor the resolution of defects by development teams within the warranty period
* Enforce production assurance and other enterprise-level practices
* Provide feedback to the vendor contract review process
* Enable service restoration activities, including availability to join restoration bridge calls during off-hours
* Work closely with other technology groups to mitigate, resolve, and close issues
* Manage relationships with outside vendors and development and business partners to ensure SDM targets and SLAs are met


* Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related field, or has equivalent work experience
* Relevant IT and business/industry work experience including systems life cycle management
* 6+ years of IT experience in a variety of technologies (Distributed, Mainframe)
* Must be available to work in a 24/7 on-call environment
* Understanding of architecture, application systems design, and integration across multiple IT disciplines
* Prior work experience in a production/service/operations support environment will be a plus
* Familiarity with incident, problem, and change management tools
* Subject matter expertise in maintenance services, with an understanding of key maintenance metrics
* Prior experience managing a team of resources in multiple geographical locations
* Prior experience leading intermediate and large-sized projects
* Experience providing post-implementation and ongoing production support, as required
* Experience developing post-implementation reviews and driving RCA
* Knowledge of ITIL practices Technical background

Job: Amex Technologies
Primary Location: US-Arizona-Phoenix

Other Locations
US-Florida-Ft. Lauderdale
Schedule: Full-time