American Express Careers

Service Delivery Analyst

Bonifacio Global City, Philippines
Digital Commerce Technology

Job Description

Why American Express?

There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards. 
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
The Technology Digital Workplace (DW) team provides and supports the tools and products that American Express use to manage their day-to-day work.  One of the key components of our vision is Digital Dexterity; our aim is to reduce issues & increase efficiencies by automating, predicting and prioritizing technical requirements for our internal colleagues.  
The Service Delivery Analyst will work closely with the Director and Service Delivery Manager on DW technical delivery & support, Site Services Projects and daily operations. In this role, you will liaise with diverse American ExpressTechnology and Vendor teams, Project Managers and key Business stakeholders to support Digital Workplace strategy, implementation and changes.
  • Acts as a liaison between the Technology teams, business partners and Global Infrastructure teams to provide technical solutions to meet business requirements.
  • Leads internal technicians while effectively managing relationships and requirements with internal & external business partners.
  • Contributes to the technical direction of platform(s), providing consulting expertise, leveraging business and technical knowledge to support business strategies and deliver business value.
  • Ensures appropriate levels of communication occur between Technology and Business partners with regard to delivery or service level impacts.
  • Responsible for overseeing issue resolution and facilitating closure of any technical or customer relationship issues.
  • Works with business and technical partners to develop and evaluate business objectives and develop supporting business case for infrastructure projects.
  • Works with internal architects to identify technical solutions and business process improvements which are in line with the strategic direction.
  • Responsible for managing one or more highly complex technical projects where internal or external business partners are included as a key constituent for project success.
  • Ensures that platform(s) supported meet the business, technical and infrastructure needs by overseeing the health and well-being of the infrastructure.
  • Manages (monitors and addresses) third parties work in terms of quality and adherence to standards.
  • Utilizes appropriate reporting tools (e.g. Clarity) to monitor and track portfolio(s) against delivery, cost, budget, forecast, schedule and quality targets.
  • Develops tactical methodologies, enhances / maintains processes, and ensures compliance to standardized processes across the organization.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations


  • 10+ years of experience with Advance/Expert level knowledge of EUC technology
  • Knowledge of best practices in ITIL environment
  • Adept with Call Center technologies such as call routing, recording
  • Familiarity with project management methodologies
  • Experience with Active Directory management is a plus
  • Strong knowledge and experience in software and applications management and troubleshooting
  • High level of productivity, analytical ability, attention to detail, accuracy and excellent organization skills
  • Ability to work well with vendors and at all levels of the organization
  • Excellent communication skills
  • Broad AXP product knowledge; understanding of business trends and regulatory environment.
  • Strong communication skills (both written and spoken)
  • Typically holds a Bachelor's or Master's degree in Computer Science, or other related field (or has equivalent work experience)
  • 10+ years of experience with Advance/Expert level knowledge of End User Computing technology

ReqID: 19002146
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 4, 2019, 2:44:21 AM