Service Delivery Manager

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 on #TeamAmex.

American Express has embarked on an exciting Cloud, Big Data and Mobile transformation driven by an energetic new team of high performers. This group is nimble and creative with the power to shape our technology and product roadmap. If you have the talent and desire to deliver innovative payment products and services at a rapid pace, serving our customers seamlessly across physical, digital, mobile, and social media, join our transformation team. You will contribute to a rock star engineering team which will deliver the next generation auto-scaled, highly available, multi cloud platform (PaaS) for the mission critical American Express applications.

The platform will deliver a framework to support multiple programming languages i.e Java, Node.js, Python, Ruby/Rails, Scala and Fuse for enterprise and consumer mobile & web application developers. You will create innovative tools and capabilities to enable continuous delivery - building, provisioning and administering multi-tenant, scale-out applications throughout the life cycle, from development, test and into production. You will be challenged with identifying innovative ideas and proofs of concept to deliver against the existing and future needs of our customers. As a Service Delivery Manager, your primary responsibilities will be to maintain a robust, efficient, effective, 24x7 service operation for the Private & Public Cloud environments and its tools. We are a start-up, we will wear many hats, work fast and smart, and adapt and iterate quickly.

You will work closely with India leaders and peers to deliver a “Follow the Sun” capability that is best in class in quality and capability at a cost effective price point.

How will you make an impact in this role?

• Manage Operational Governance for Public, Private and Hybrid cloud footprint at AMEX
• Focuses on the internal Customer and their applications. Ensures high availability of all environments and the achievement of all Service Level Objects (SLOs) and Operating Level Agreements (OLAs)
• Manage production support teams.
• Define the Service Operations for all Cloud Platform Engineering solutions and tools in conjunction with business and technology stakeholders
• All ITIL / ITSM Phases including Service Strategy, Design, Transition, Operations and Continual Service Improvement
• All ITIL / ITSM processes including Incident, Problem, Change, Release, Asset, Configuration and Service Level Management
• Partner with Cloud engineering teams and technical product managers to support a continuously evolving platform
• Use technical acumen to provide alternatives, ask probing questions and support the team in technical issue resolution
• Defines the Service Strategy and guide the transformation of the company into a truly Agile, DevOps organization with Continuous Delivery Capability
• Coordinates communications, escalates and facilitates resolution of risks, issues, and changes tied to the Infrastructure and Operations

Minimum Qualifications

• Should have experience managing vendor/ production support teams in Managed services model.
• Reporting, service level metrics collection
• Strong understanding of PaaS & Public Cloud Offerings
• Experience with Virtualization & Containerization technologies ( VMware, Kubernetes, Openshift preferable)
• Understanding and exposure of ITSM processes incident/ change/ problem/ configuration management.
• Demonstrated professional expertise in a large Fortune 100 company running an IT Production Operation at scale including Infrastructure (Servers, Network, Storage, Security) and Applications (Distributed, Middleware, Databases across all tiers)

Preferred Qualifications

• Openshift
• Public Cloud operational governance
• Linux
• Service Delivery
• Performance Metrics Tools
• Problem management

Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• 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 .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise 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 virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.