Senior Manager - Tech Ops Support

At American Express, our culture is built on a 175-year history of innovation, shared values 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.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us de f ine the future of American Express.

How will you make an impact in this role?

The Senior Manager – Tech Ops Support, APAC is a regional leadership role within the Digital Workplace Site Services organization. This position strengthens alignment, visibility, and execution consistency across APAC markets by connecting local Site Services operations into a cohesive regional framework aligned to enterprise priorities.

Operating across multiple markets, this role provides structured regional insight, early risk identification, cross-market coordination, and leadership community development while reinforcing local accountability. It plays a critical role in enabling successful delivery of Digital Workplace transformation initiatives across APAC.

This role provides the opportunity to shape and strengthen Digital Workplace Site Services across one of the organization’s most diverse regions. The successful candidate will play a key role in enhancing regional visibility, strengthening collaboration, and enabling consistent delivery of enterprise transformation priorities across APAC.

Key Responsibilities:

Regional Leadership & Visibility

• Develop and maintain a structured APAC executive narrative summarizing market priorities, risks, performance trends, and transformation progress.

• Provide senior leadership visibility into cross-market themes and emerging risks.

• Elevate cultural nuances and market-specific considerations to global forums.

• Ensure consistent representation of APAC within global Digital Workplace initiatives.

Cross-Market Coordination & Risk Management

• Identify emerging risks and operational themes before escalation.

• Highlight automation, standardization, and efficiency opportunities across markets.

• Strengthen collaboration between markets to scale best practices.

• Support proactive mitigation planning during transformation cycles.

SDM Community Development

• Establish and lead a structured APAC Site Services leadership forum.

• Foster collaboration, knowledge sharing, and continuous improvement.

• Encourage open dialogue and early issue surfacing.

• Strengthen alignment to global service standards and objectives.

Enterprise Initiative Enablement

• Support APAC execution of enterprise Digital Workplace priorities, including device modernization, automation and self-service adoption, AI productivity enablement, and CCP resiliency consistency.

• Monitor regional adoption trends and identify markets requiring targeted enablement.

Forward-Looking Operational Planning

• Maintain a regional calendar of major initiatives, launches, refresh waves, and business-critical events.

• Identify overlapping initiatives that may impact adoption or service continuity.

• Provide readiness visibility to regional leadership.

Scope & Impact

• Regional scope across all APAC markets.

• Operates within a lean operating model aligned to enterprise workforce optimization initiatives.

• Influences without direct authority over local Site Services managers.

• Strengthens regional transparency, alignment, and strategic influence.

• Enhances APAC’s voice in global Digital Workplace planning and execution.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business, or related discipline (or equivalent experience).

• 8+ years of experience in IT Operations, Digital Workplace, or Site Services leadership.

• Experience working across multiple markets or regions.

• Demonstrated ability to influence cross-functionally without direct authority.

• Strong executive communication and stakeholder engagement skills.

• Experience supporting enterprise transformation initiatives (automation, device lifecycle, AI enablement, service optimization).

Preferred Qualifications:

• Experience in global enterprise environments.

• Familiarity with service management frameworks (ITIL or equivalent).

• Experience leading cross-market or community-based initiatives.

• Proven ability to synthesize operational data into executive-ready insights.

Leadership Competencies

• Strategic thinking and systems perspective

• Early risk identification and mitigation

• Cross-functional collaboration and influence

• Executive storytelling and communication

• Change coordination and adoption enablement

• Community building and leadership

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

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