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Director - Service Delivery

1 month ago

Singapore AMERICAN EXPRESS INTERNATIONAL INC. Full time
Roles & Responsibilities

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 - ASIA


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 ASIA for a Director of Service Delivery, who will oversee the technology Service Delivery across all regions in ASIA.


This highly visible role will be leading an organization chartered with delivering top quality technology support for all American Express colleagues in ASIA. The successful candidate will have a growth mindset and a passion for technology and customer service, with the ability to drive innovation and change across the organization.

Are you up for the challenge?


Key responsibilities:

  • Technology Service Delivery in all buildings in ASIA including escalations management for Business Unit issues
  • Technology Concierge Services and ASIA in-building technology support
  • Co-ownership of Global Technology Servicing strategy
  • Laptop refresh and replacement programs
  • Hardware supply chain and vendor management
  • Real Estate driven technology projects e.g. building openings / closures, staff movement, mergers and acquisitions
  • Local support for the Regional Datacentre in Singapore and the Regional Data rooms
  • Support for new Digital Workplace product launches and technology uplifts including local change management and training
  • Contribution to Digital Workplace product strategies
  • Global new product testing through the Early Adopter Community
  • Support for Executive streaming events
  • 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 ASIA budgets

Skills:

  • Extensive experience with Digital Workplace Technology, Customer Service, Incident / Problem Management, Data Analytics, Project Delivery and managing large teams.
  • Strong knowledge of agile methodologies and principles
  • Deep knowledge of production operations, automation and process improvement.
  • Leadership abilities with a strategic mindset, innovative approach, building relationships and developing talent.

Minimum Qualifications:

  • Typically holds a Bachelor's Degree in Computer Science, Information Systems, or other related field (or has the equivalent work experience).
  • Around 10 plus 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 drive for excellence.

Compliance Language

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

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


Tell employers what skills you have

Budgets
Concierge Services
Customer Experience
Change Management
Process Improvement
Mergers
Agile Methodologies
Financial Acumen
Vendor Management
Problem Management
Mental Health
Project Delivery
People Management Experience
Working Model
Service Delivery