Service Delivery Manager

American Express Global Business Travel; Manchester; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible benefits

Learning platform access

Job summary

Amex GBT is seeking a skilled professional to lead IT service delivery and complex technology implementations. You will partner with stakeholders, design efficient processes, and drive end-to-end delivery across Service Desk and EUC environments.

The role requires strong project management, stakeholder engagement, and a track record of delivering impactful IT solutions in dynamic environments. Collaborative culture and ongoing professional development are highlighted.

Qualifications

• 3+ years in IT service delivery, project management, or operations roles.
• Proven ability to define, design, and deliver technology solutions.
• Experience managing complex implementations in IT service environments.
• Solid understanding of Service Desk operations and ticketing systems.
• Knowledge of End-User Computing environments and device management.

Responsibilities

• Partner with stakeholders to identify operational challenges and define solutions.
• Evaluate technologies and best practices for Service Desk and EUC operations.
• Design new processes and procedures to improve efficiency and user experience.
• Lead end-to-end delivery of technology implementations and process improvements.
• Manage timelines, resources, and stakeholder expectations.
• Coordinate across technical teams, Service Desk staff, and end-users.

Skills

Project management

Stakeholder management

Communication

Change management

Leadership

Problem-solving

Education

ITIL Foundation certification

PMP or Agile certification

Lean Six Sigma training

Tools

ServiceNow

Ticketing systems

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

What You'll Do:

• Partner with stakeholders to identify operational challenges and define comprehensive solutions
• Evaluate emerging technologies and best practices for Service Desk and EUC operations
• Design new processes and procedures that enhance efficiency and user experience
• Document solution requirements and create implementation roadmaps
• Lead end-to-end delivery of technology implementations and process improvements
• Manage programme timelines, resources, and stakeholder expectations
• Coordinate across technical teams, Service Desk staff, and end-users
• Identify and mitigate risks proactively
• Ensure quality standards and successful adoption across teams
• Oversee the transition from implementation to steady-state operations
• Monitor performance metrics and service quality during stabilization phase
• Troubleshoot issues and optimize processes based on real-world performance
• Translate technical concepts for non-technical stakeholders
• Gather feedback and incorporate insights into solution refinement
• Present recommendations and results to senior leadership

What We’re Looking For:

• Proven ability to define, design, and deliver technology solutions
• Strong project management capabilities with demonstrated success
• Experience managing complex implementations in IT service environments
• Ability to balance solution design with practical delivery constraints
• Solid understanding of Service Desk operations and ticketing systems
• Knowledge of End-User Computing environments and device management
• Familiarity with IT infrastructure and support processes
• Experience working with diverse stakeholder groups
• Strong interpersonal skills and emotional intelligence
• Ability to motivate teams and drive adoption of change
• Collaborative approach to problem-solving
• 3+ years in IT service delivery, project management, or operations management roles
• Demonstrated experience implementing technology solutions or process improvements
• Track record of successful project delivery in IT environments
• ITIL Foundation certification or equivalent IT service management credential
• Project Management Professional (PMP) or Agile certification
• Background in change management or organizational transformation
• Lean or Six Sigma methodology experience

The #TeamGBT Experience Work and life:

Find your happy medium at Amex GBT.

Flexible benefits are tailored to each country and start the day you do.

These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Inclusion in every aspect of our business at Amex GBT.

You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities.

Please let your recruiter know if you need an accommodation at any point during the hiring process.

For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.