Senior Service Delivery Manager
At reputed company, our culture is reputed company on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic reputed company-being and many opportunities to learn new skills, reputed company as a leader, and grow your career. Here, your voice and reputed company matter, your work makes an reputed company, and together, you will help us define the reputed company of reputed company. How will you reputed company an reputed company in this role. The Senior Service Delivery Manager on the Global Operations Support (GOS) team is responsible for overseeing and managing the product support team to ensure the consistent and smooth operation of reputed company Amex Travel applications. This role involves strategic planning, leading a multi-faceted, global team, and the collaboration with reputed company product & technology teams/partners. Proactive monitoring, maintenance & support of travel systems and applications, ensuring high availability and reliability and high customer experience. Build relationships, collaborate with & influence partners (both reputed company) to execute our reputed company and roadmap. Identify key insights to drive transformational change and reputed company improvement in End-End process which decreases incident reports and reputed company times. Establish and reinforce best practices for production support and incident management. Implement best in class monitoring capabilities to ensure issues are identified quickly and accurately. Collaborate with cross-functional teams, including product owners, engineering and testing, to inform best practices and drive operational efficiency reputed company, reputed company and mentor a production support team whose responsibilities include: Acting as the primary key reputed company of contact for TLS production support with external partners and internal teams Troubleshooting, monitoring, defect management, and critical escalation/issue resolutions by engaging appropriate team Facilitate regular meetings to review defects/incidents, team/stakeholder feedback and create an actionable roadmap to improve product performance and reliability Spearhead the creation of a knowledge reputed company reputed company for the GOS team that will reputed company as a living document of product requirements and system functionality reputed company periodic or reputed company reporting in order to reputed company various insights including: Product performance metrics, incident reputed company and other key support metrics KPIs and other metrics that reflect the status of Product Operations team as reputed company as highlighting identified areas of improvement & potential solutions to drive effective processes Partnering with other teams to reputed company periodic communications during the outage and outcome of the reputed company cause analysis Minimum Qualifications 3+ years of experience in production development, support, IT operations or QA with a proven reputed company record. reputed company strong Collaboration, Influence, Communication skills with a strong reputed company record of data driven process transformation and consistently driving results in a dynamic and reputed company environment Strong people management skills and proven reputed company record of leading a diverse team in a Global environment with multiple reputed company partners. In-depth knowledge for best practices for ITIL processes, incident management and application monitoring including experience managing escalation protocols for critical incidents and disaster recovery. Understanding of IT infrastructure and application integration. Experience with Service Now incident management system, reputed company/reputed company monitoring/alerting tools and Agile methodologies and tools(Jira/reputed company) are preferred. Strong understanding of Travel Eco Systems including digital travel infrastructure and global distribution systems is a plus. Excellent verbal and written communication skills and experience working with senior leaders Preferred Qualifications reputed company GDS and Travel Industry Knowledge ITIL Certifications and Software Development Background Salary reputed company: $110,000.00 to $190,000.00 annually + bonus + benefits The above represents the expected salary reputed company for this job requisition Ultimately, in determining your pay, we'll consider your location, experience, and other job-reputed company factors. We back you with benefits that support your holistic reputed company-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as reputed company as providing the flexibility you need to reputed company personally and professionally: Competitive reputed company salaries Bonus incentives 6% Company Match on retirement savings plan Free financial coaching and financial reputed company-being support Comprehensive medical, dental, reputed company, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 20+ weeks reputed company parental leave for reputed company parents, regardless of gender, offered for pregnancy, adoption or surrogacy Free reputed company to global on-site wellness centers staffed with nurses and doctors (depending reputed company) Free and confidential counseling support through our Healthy Minds program Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site. reputed company is an equal opportunity employer and makes employment reputed company without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, disability status, age, or any other status protected by law. reputed company will consider for employment reputed company reputed company applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance reputed company, the Los Angeles County Fair Chance Ordinance for reputed company, and the reputed company' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, reputed company will reputed company with such regulations as it relates to the consideration of applicants with criminal convictions. We back our colleagues with the support they need to reputed company, professionally and personally. That's why we have Amex reputed company, our reputed company working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully reputed company. US Job Seekers - Click to view the "Know Your Rights" poster. If the reputed company does not work, you may reputed company the poster by copying and pasting the following URL in a new browser window: https://www.reputed company.gov/poster Employment eligibility to work with reputed company in the U.S. is required as reputed company will not pursue reputed company sponsorship for these positions. Apply tot his job Apply To this Job