Service Delivery Director

hace 4 semanas

Ciudad de México, Ciudad de México American Express A tiempo completo

Director of Service Delivery Management

The Director of Service Delivery Management will oversee the technical operations and support for American Express Digital Workplace products and services across the LAC region. This role will play a critical part 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.
  • Oversee the delivery of end-user computing services, including infrastructure support, application management, and collaboration tools.
  • 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.

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