Director Service Delivery, TechCare Chat

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 lets lead the way together.
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 center 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 an exciting open role for a Director of Service Delivery, who will oversee the operations of the chat-based IT service channel. This role is pivotal, as the team supports all colleagues worldwide, handling 65% of all incidents.
In addition to overseeing the operational side of servicing our internal customers, the Director of Service Delivery will also lead a distributed team of colleagues and will be expected to mentor and guide team members to success, identify their strengths and areas for growth and empower them to do their best work.
Key Responsibilities:

• Managing the overall TechCare Chat colleague experience
• Managing a strong, healthy team, including providing clear direction; motivating and empowering; creating development opportunities; coaching; setting appropriate standards of behavior and recruiting high-performing staff
• Responsible for vendor performance management
• Building strong relationships with and managing key cross-functional stakeholders, locally and globally
• Collaborating with highly skilled, multi-discipline engineers to push the boundaries of servicing technology capabilities
• Working closely with peers, product owners and technology senior leadership to deliver seamless customer journeys
• Partnering with the Knowledge Management team on efforts to enhance chat bot performance
• Monitoring the reliability and performance of internal processes and systems.
• Meeting goals and OKRs, with the aim of exceeding them
• Ensuring compliance with regulations to stay audit-ready
• 
  Planning for future development opportunities based on the overall objectives, vision, and resources
• Participating in strategic discussions, thinking outside of the box, and challenging the status-quo
  

Minimum Qualifications:

10–12 years of experience in relevant IT work experience including systems development activity

• 6 years of experience building and leading high performing teams
• Excellent relationship-building and relationship management skills
• Experience leading a distributed team
• Experience managing financials and large budgets
• Understanding of Information Security
• Experience managing resourcing effectively
• Experience with vendor management
• Strong accountability and ownership
• Drive for excellence
• Growth mindset
  

Preferred Qualifications:

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• BSc/MSc in Engineering, Computer Science or relevant field
• Knowledge of Agile methodologies and principles
• Understanding of production operations, automation and Service Now functionalities
• Grasp of organizational structures and functions
• Strategic mindset
• Adept at developing talent
  

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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
  

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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.