American Express - Service Delivery Leader - SFDC

Service Delivery Leader - SFDC

- Service Delivery Leader will be responsible to lead a 6-8 member team further spread across support and capabilities streams. Business Support team will be responsible to provide first line support for platform issues, inquiries and requests on OPENForce.

- Capabilities team will be responsible for platform enhancements, User Acceptance Testing and process improvements on OPENForce.

Key Responsibilities include :

- Provide leadership & guidance to a 3 direct reports from Support & Capabilities team of 6. Team hiring, ensuring seamless transition to COE, team engagement & process stabilization for newly formed teams

- Lead engagement with product owners, technology partners and OPEN business partners

- Responsible for establishing KPIs for Support & Capabilities teams, meeting support team targets, resource allocation, Business continuity planning and prioritization

- Drive Roadmap / improvement / ideas proposal. Take them forward for sponsorship internally in CoE and then from OPEN sending leaders

- Closely monitor and drive adoption among users & identify improvement opportunities

- Collaborate daily with colleagues on global team, business end users, company leaders, and project stakeholders

- Monthly governance call with OPEN leaders, assess capacity and forecasted volumes and plan for team investment needs

- As CoE B35 leader, participate in CoE level EEAT / initiatives, drive RTF actions

- Responsible for knowledge management and upskilling of team members

- Provide Salesforce.com technical and OPEN business process expertise

Qualification :

- Salesforce.com implementation experience is mandatory

- Experience of leading a team of 5+ employees

- Experience working with clients at various levels of an organization with an ability to communicate clearly and develop relationships with business partners

- Flexible work hours to support project across multiple time zones

- Proven ability to work creatively and analytically to solve problems

- Ability to meet strict deadlines and in a fast paced environment

- Excellent team player able to work with virtual and global teams

- Payments, Travel or financial services industry experience is a plus

- 5+ years of experience in a business environment with experience in Agile Methodology

- Bachelors Degree is required, Masters Degree is preferred.

- Strong analytical, written, and oral English communication skills

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