Director Service Delivery

3 months ago

Brighton, United Kingdom Amex Full time

**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.

Deliver a best-in-class digital servicing experience to everyone, everywhere, everyday.

Site Services International are a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, thinkers and all-around helpful people.

Our purpose is to ensure that Amex workplace technology works seamlessly and effectively. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of the tech infrastructure, removing tech-related barriers and points of friction whilst providing impeccable customer service.

We have a fantastic open role based in Brighton or London, for a Director of Service Delivery, who will oversee the technology Service Delivery across all regions in EMEA.

The role will report into the Vice President Head of Site Services International.

We are looking for seasoned Service leaders with experience leading Technology Service operations, strategy, planning, and best practices across EMEA, partnering in a globally dispersed Leadership team. In this highly visible role, you will be leading an organization chartered with delivering top quality technology support for all American Express colleagues in EMEA.

**How will you make an impact in this role?**

Key responsibilities:

- Technology Service Delivery in all buildings in EMEA including escalations management for Business Unit issues
- Technology Concierge Services and EMEA in-building technology support
- Laptop, workstation and peripheral refresh and replacement programs
- Full Infrastructure Depot responsibility to operate and deliver.
- Hardware supply chain and vendor management
- Real Estate driven technology projects e.g. building openings / closures, staff movement, mergers and acquisitions
- Responsible for Quality assurance, strategy, policies, audits, exceptions, projections and communication across Vendors and Assets and partnering with our Asset and Vendor Director.
- Support for new Digital Workplace product launches and technology uplifts including local. change management and training
- Technology support for Townhalls
- Conference Room support
- Ongoing support for colleagues Working from Home
- Service availability and quality, including incident and problem management for Digital Workplace products
- Ticket reduction activities.
- Digital Workplace EMEA budgets
- Co-ownership of Global Technology Servicing strategy
- Business Relationship / Stakeholder Management - To create strategic partnerships with all markets in EMEA
- Document top tech deliveries and opportunities/pain points for a local market
- Regular roundtables - Know your market
- Translate business priorities to DW product teams and our partners
- Customer sentiment in partnership with global program
- Update and Inform on DW roadmaps and wider Technology roadmaps with a focus on value

**Minimum Qualifications**:

- Typically holds a University Degree in Computer Science, Information Systems, or other related field (or has the equivalent work experience).
- Significant years of relevant IT work experience plus at least 6 years of people management experience
- Knowledge across multiple business and/or technical environments, covering a large range of business functions and capabilities.
- Financial acumen in terms of monitoring, controlling and reporting budget expenditure.
- Strong ownership mindset, positive approach, passion for innovation, lead by example and strive for excellence.

**What is expected as a leader?**
- You own / know and share your teams strategy
- You understand what your team needs to deliver each month and share
- You're not rigid. You embrace / predict change and are willing to pivot if necessary
- Know your teams - Support, coach and challenge them
- Know your market - Proactively build relationships with the right people in the org to fully understand the needs of our customers; get a seat at the table and

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