Director Service Delivery

hace 3 meses

Ciudad de México CDMX Amex A tiempo completo

**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.

**Director of Service Delivery Management - LAC**

**Overview**:
The Director of Service Delivery Management will be responsible for overseeing the technical operations and support for American Express Digital Workplace products and services across the LAC region. This role will play a critical role in ensuring the successful delivery of digital workplace solutions and driving operational excellence.

**Key Responsibilities**:

- Develop and implement the strategic direction for service delivery within the LAC region, aligning with the global Digital Workplace strategy.
- Lead and manage a team of technical professionals responsible for service delivery, ensuring they have the necessary skills and resources to meet service level agreements.
- Build and maintain strong relationships with business unit leaders, understanding their needs and providing tailored solutions.
- Stay up to date on the latest technology trends and ensure that the team is equipped with the necessary skills and tools.
- Drive innovation within the team, exploring new technologies and processes to improve service delivery.
- Manage relationships with third-party vendors and suppliers to ensure the effective delivery of services.
- Develop and manage budgets for service delivery operations within the LAC region.
- Recruit, develop, and retain top talent within the team to ensure ongoing success.

**Qualifications**:

- Minimum of 7 years of experience working in service management or a related field.
- Strong technical acumen in end-user computing and infrastructure technologies.
- Proven leadership and management skills, with a track record of success in delivering IT services.
- Excellent communication and interpersonal skills.
- Strong understanding of ITIL processes and best practices.
- Experience working in a multinational or geographically dispersed environment.
- Ability to manage budgets and resources effectively.
- Bachelor's degree required; technical degree or equivalent experience preferred.

**Additional Requirements**:

- Demonstrated ability to collaborate effectively with a variety of stakeholders, including business leaders, technology teams, and vendors.
- Strong analytical and problem-solving skills.
- Passion for delivering exceptional customer service and driving operational excellence.

By fulfilling these responsibilities and possessing the required qualifications, the Director of Service Delivery Management will play a crucial role in enabling the success of the Digital Workplace in the LAC region.

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

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