Manager - Delivery Management

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Core Responsibilities

• Manage database operations across PostgreSQL, Oracle, MySQL, environments, ensuring optimal performance, availability, and data integrity

• Support in executing comprehensive testing strategies including UAT coordination, , integration testing, and regression testing across multi-platform environments

• Understand and document data quality frameworks, and support data lineage documentation in alignment withAMEX governance standards

• Create and optimize database queries, stored procedures, and ORM configurations to support application performance requirements

• Coordinate test environment setup, test data management, and defect tracking using JIRA across all testing cycles

• Support application development teams with data access patterns, database schema design, and performance tuning recommendations

• Implement and support new ITSM 24/7 operations and services strategy

• Execute all AXP Technology BAU and operational activities for all ITSM processes (current and future) including Incident, Problem, Knowledge, Event, Asset, Configuration and Change Management

• Run all change approval board (CAB) processes including Year End Change Freeze and any other non-planned freeze events

• Create and manage an enterprise-wide Release Calendar

• Own and Support for all business applications running on ITSM ServiceNow platform including relationship management, user story creation and development of all business apps

• Support application development teams with data access patterns, database schema design, and performance tuning recommendations

• Serve as the principal liaison with multiple vendor partners to manage the end-to-end deployment lifecycle, ensuring coordination, quality assurance, and adherence to release schedules and enterprise standards

• Strategically prioritize and govern change requests that span multiple vendor teams and internal platforms, orchestrating comprehensive planning, development, and testing to mitigate risk and safeguard production stability

• Lead robust vendor-managed services oversight, driving contract performance, SLA compliance, and proactive service improvements within a complex outsourced environment

• Partner with ITSM Development and Integration to implement new strategies that will allow the 24/7 support team to fulfill minor site enhancements, leveraging DevOps concepts.

• Collaborate with stakeholders such as Portfolio Management, Product Management and User Experience (UX) to incorporate best practice efficiencies in to the operational model

• Provide data and support to the Data/Business Intelligence as well as ITSM Reporting teams to assist in creating meaningful reports and derive insights for operational efficiencies

• Facilitate all audit, control and compliance activities for all ITSM processes including PRSAs, TRAC, audit responses, etc.

• Strategize and drive multi-vendor DR planning and execution, coordinating cross-organizational drills to validate readiness and ensure seamless recovery capabilities.

• Evaluate out of the box governance management capabilities in ServiceNow.

• Leverage Agile and DevOps practices

• Be an agile servant leader by coaching and developing the team and removing impediments

• Govern build and test functions with an emphasis on automation, quality rigor, and risk mitigation, forecasting acceleration in delivery velocity without compromising operational integrity

• Embed data-driven continuous improvement frameworks leveraging measurable KPIs, root cause analytics, and predictive monitoring to elevate lifecycle efficiency and preempt operational disruptions.

• Facilitate appropriate governance forums providing transparent insights into lifecycle operations, risk posture, capacity planning, and strategic technology investment imperatives

API Responsibilities

• Support API integrations monitoring & testing activities across multiple vendor platforms, ensuring seamless connectivity between internal and external systems

• Conduct comprehensive API testing using automated frameworks, validating functionality, performance, security, and integration points across REST and web services

• Work with internal and external engineering teams to assist in various phases of solution testing

• Coordinate with vendor teams on API specifications, integration protocols, and cloud infrastructure requirements across multi-cloud environments

• Document API specifications, integration patterns, and infrastructure configurations to maintain a technical knowledge base

Required Technical Skills

• Strong expertise in relational databases: PostgreSQL, Oracle, MySQL, Microsoft SQL Server

• Proficiency in SQL programming, query optimization, and database performance tuning

• Experience with ORM frameworks (Hibernate) and data access layer development

• Knowledge of ETL tools (Talend) and data integration patterns

• Testing expertise: test automation frameworks, UAT coordination, test case design

• Programming skills in Java, understanding of Spring Boot applications

• Experience with defect tracking tools (JIRA, YouTrack) and test management platforms

• Familiarity with reporting tools (DynamicJasper) and data visualization concepts

Preferred Qualifications

• 5-7 years of experience in software engineering with focus on data and testing

• Strong Communication Skills

• Experience with NoSQL databases and cloud-native database services

• Understanding of data governance, data quality, and compliance requirements

• Knowledge of CI/CD pipelines and test automation integration

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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