Service Delivery ManagerAmerican Express Company - Atlanta, GA
Service Delivery Manager
When millions of customers count on you,
there’s no time for downtime.
It takes hundreds of critical applications and utilities to support our customers. Our Service Delivery Managers know there’s no excuse for missed availability targets, outages, or unresolved problems. So if you have the skill and the resolve to keep everything running smoothly, you owe it to yourself to look into a career with American Express.
Improve our processes and your career.
Spot disruptions before they happen. Identify and mitigate risks. Identify reengineering opportunities. That’s just some of what you’ll be responsible for here. * Make certain that incidents and problems are classified, prioritized, resourced, and remedied. * Implement preventative to avoid reoccurrences * Plan, assign and manage resources across multiple development groups * Monitor, control and report expenditures throughout development * Resolve problems for business/development groups or vendors Manager on Duty is responsible for all bridge activity on their shift. The coordination of multiple bridges that areprimarily focused on technical Service Restoration Bridges based on escalations from Business Customers, Relationship Managers, Help Desk Analysts, or Production Support technicians, dependent on the type of technology failure. Ensuring the coordination efforts required fromIBM, American Express Technologies, AT&T, HP, and/or EMC associated Technology vendors. Leveraging a variety of industry and proprietary tools to ensure the proper escalation paging, coordination of leadership escalation, documentation of bridge activities, and the publishing post-incident Service Disruption Update reports.
o Coordination of Situation Management Bridges for IBM, American Express Technologies, AT&T, HP, and/or EMC associated Technology vendors, and direct or vendor-managed Business partners. o Creation and maintenance updates for Bridge Management Guidelines (BMG’s) for all supported infrastructure to best coordinate and expedite timely remediation efforts. Ensure technical support team circumvention strategy documentation remains fully current. o Support the accurate and consistent maintenance of technical and leadership escalation routines through quarterly audits and continuous validation during remediation efforts, o Senior Leader notification during major disruptions to provide pager or call updates on identified Disruption activities. o Publication of Service Disruption Notification Document summary of outages provided to American Express andIBMleaders for incident timings, known business impacts, high level overview of key events, and engaged owners for initial problem analysis. o Global Technical Restoration process alignments - Review/Revise variances in escalation routines from a global view (US/EMEA/JAPA). Work towards aligned problem severity definitions, escalation hierarchy routines and disruption reporting processes. Skills recommended include; o strong multi-tasking abilities o strong Problem Management foundation o diverse technical capabilities across Mainframe, Distributed, Interactive, Network for infrastructure and application components o strong verbal and written communication skills o strong facilitation skills across support teams o ability to work and coordinate priorities well under pressure o ability to think creatively
Are you prepared to solve the toughest problems?
* Bachelor's Degree in Computer Science, Information Systems, or related field * [X] years of experience with multiple business and technical environments, as well as business functions and capabilities * Financial knowledge in monitoring, controlling and reporting budget expenditures * IT work experience, including systems development
At the core of Service Delivery
Every member of our team must be able to demonstrate the following technical, functional, leadership and business core competencies, including: * Agile Practices * Programming Languages and Frameworks * SDLC Methodologies and Practices * Business Analysis * Financial Management * Analytical Thinking * Problem Solving * Resourcing
*Why American Express *
Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
US Candidates/Employees: Click here to view the EEO is the Law poster and supplement and the Pay Transparency Policy Statement.
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Service Delivery Manager
American Express Jobs
5 days 5 hours ago
applyService Delivery Manager American Express Company - Atlanta, GA, United States
Each day, American Express makes it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services. An engine of commerce, American Express provides innovative payment, travel and expense management solutions for individuals and businesses of all sizes. Most of all, we help our customers realize their dreams and aspirations through industry-leading benefits, access to unique experiences, business-building insights, and global customer care. We enable our customers to do more and achieve more.
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