Service Delivery Manager - job 2 of 3

At American Express, our culture is built 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 well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

Service Delivery Manager, Proactive Servicing

Job Summary

The Service Delivery Manager for Proactive Servicing is a pivotal leadership role responsible for shaping and executing the enterprise-wide strategy for device health and proactive support. This individual will leverage advanced monitoring platforms like Nexthink and other device health monitoring tools to identify and mitigate potential issues before they impact colleague productivity. A strong understanding of ServiceNow and IT Service Management (ITSM) principles is crucial for integrating proactive insights into existing workflows, ensuring high levels of service delivery compliance, and meeting key performance indicators (KPIs) related to proactive servicing and containment. The role demands a blend of technical expertise, strategic foresight, and a relentless focus on optimizing the colleague experience through data-driven approaches.

Responsibilities

• Develop, implement, and continuously refine the proactive servicing strategy across the organization, with a core focus on anticipating and preventing end-user issues to enhance the overall colleague experience.
• Take ownership of the enterprise device health program, utilizing insights derived from Nexthink and other device monitoring tools to identify trends, automate remediation actions, and drive continuous improvement in device performance.
• Integrate proactive servicing insights and capabilities deeply into the ServiceNow platform, ensuring seamless workflow automation, incident deflection, and problem management.
• Define, monitor, and report on key compliance KPIs related to service delivery, proactive interventions, and overall device health, ensuring adherence to ITIL and other relevant ITSM frameworks.
• Maximize the effective utilization of device health monitoring tools (e.g., Nexthink) by servicing engineers and support teams for effective troubleshooting, remote actions, and preventative measures.
• Analyze complex device health data, sentiment data, and operational metrics to provide predictive insights and actionable recommendations to leadership, informing strategic improvements.
• Collaborate extensively with various internal teams including product engineering, traditional support channels (Concierge, TechCare), and Active Directory, to ensure end-to-end alignment and solution delivery.
• Champion continual process improvements within the proactive servicing domain, identifying opportunities for innovation and automation to enhance efficiency and effectiveness.
• Build and maintain strong relationships with senior leaders, business unit representatives, and vendor partners, effectively communicating the value, impact, and challenges of proactive servicing initiatives.

Qualifications

• Proven track record in a Service Delivery or IT Operations leadership role with a significant focus on proactive servicing, preventative maintenance, and enhancing end-user experience.
• Deep technical understanding and practical experience with device health monitoring tools, especially Nexthink. Familiarity with other DEX (Digital Employee Experience) tools is a strong plus.
• Strong working knowledge and practical experience with the ServiceNow platform (e.g., Incident, Problem, Change, Knowledge, ITOM, ITAM modules) and a solid understanding of ITIL or other ITSM best practices.
• Demonstrated ability to analyze large datasets, identify trends, create meaningful reports, and translate technical findings into clear, strategic insights for executive consumption.
• Experience in managing service compliance, understanding operational risks, and implementing controls within an IT service environment.
• Exceptional analytical, problem-solving, and critical thinking skills, with the ability to define strategic roadmaps and drive complex initiatives.
• Excellent verbal and written communication skills, capable of articulating complex technical and strategic concepts persuasively to diverse audiences, from engineers to senior VPs.
• Proven ability to lead initiatives, foster cross-functional collaboration, and drive consensus in a fast-paced environment.
• Education: Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent extensive practical experience in IT service 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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. American Express will consider for employment all qualified 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 Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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 United States is required as the company will not pursue visa sponsorship for these positions.