Lead Project Manager-IT Service Management Job
American Express - Phoenix, AZ

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Lead Project Manager-IT Service Management-13001491

The Information Technologies Service Management (ITSM) Team is at the heart of the American Express Technologies (AET) Service Management transformation efforts, developing ITSM Strategies and providing Service Life Cycle oversight. The ITSM Lead Project Manager role will help create, align and implement strategies. The Lead Project Manager will incorporate concepts from ITIL v3 and ITIL Practitioner frameworks while defining strategic requirements and rollout approach for processes that span ITSM such as Access Management, Workgroup Management and Continual Service Improvement. The role will lead program level collaboration, as well as influence future investment decisions across the portfolio.

  • Works with consulting partners to create ITSM Strategy Roadmap and Service Life Cycle process, performs validation of proposals, and defines approach for implementation at American Express
  • Leads efforts to define strategy, approach and implementation of an ITSM Continual Service Improvement process
  • Leads efforts to define strategy, approach and implementation of ITSM Standards and Oversight process
  • Provides assistance with integration of new services to identify impacts that span ITSM processes and to ensure adherence to ITSM Standards
  • Leads internal cross-functional teams while effectively managing relationships and requirements with AET and business partners, leading broad change strategies
  • Ensures appropriate levels of communication occur between AET and our partners regarding needs and impacts to ITSM program initiatives
  • On-going, works with AET and business partners to evaluate business objectives and align those with ITSM strategies
  • Will be responsible for developing project plans and managing projects
  • Ensures that scope and approach are fully understood by all internal and external stakeholders
  • Drives delivery of all projects, including tracking of key project milestones, accurate reflection of project budgets, forecasts, and actual, and monitoring and communicating the progress of project delivery
  • Ensures that all ITSM documentation is completed to a high standard, adheres to internal American Express standards, and is maintained in a centralized ITSM repository
American Express is an equal opportunity employer.
  • Requires advanced knowledge of ITIL, service management, and industry trends is preferred
  • Requires 5+ years of Information Technology experience
  • 3+ years working in a large, globally diverse organization is preferred
  • 3+ years project management experience; Six Sigma experience is a plus
  • ITIL V3 Foundational Certification required; Practitioner or Intermediate Manager certification preferred
  • Prefer vendor management experience
  • People management experience is a plus
  • Bachelor's or Master's degree in Computer Science or other related field, and/or has equivalent work experience
Job: Amex Technologies
Primary Location: US-Arizona-Phoenix
Schedule: Full-time

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