Service Delivery Manager
Amadeus
full-time
Posted on:
Location Type: Remote
Location: Canada
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About the role
- Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities.
- Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met.
- Adhere to ITIL-based service management best practices for assigned customers.
- Ensure cost efficiency and contribute to the financial oversight for services delivered to customers.
- Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans.
- Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams.
- Develop and implement regular service reviews with customers.
- Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership.
- Contribute to resource planning, budgeting, and policy definition based on business and customer needs.
- Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region.
- Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively.
- Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals.
- Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams.
- Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings.
- Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands.
- Continuously assess service risks and proactively manage or escalate as appropriate.
- Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.
Requirements
- Bachelor’s degree in business, IT, Engineering, or related field and/or equivalent work experience
- ITIL Certification preferred
- 10+ years of experience in Service Delivery Management for post go-live solutions, preferably in complex, multi-country IT or airport/aviation environments.
- Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements
- Experience in managing and negotiating with external customers and internal stakeholders at managerial levels.
- Previous experience working with airports, border control, managing support and maintenance of the (airline, airport, border control, seaports, etc.…) contracts
- Previous experience in providing support on the post go live side
- Relevant financial management skills, including budget and financial reporting.
- Excellent communication, interpersonal, and customer relationship skills.
- Ability to operate with high autonomy, exercise sound judgment, and handle complex decision-making processes.
- Strategic thinker with the ability to translate vision into actionable goals.
- Fluent in English (Written and spoken)
- Willingness to travel as needed in support of the role (generally up to 30%, depending on business needs).
Benefits
- A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
- A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
- A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
- A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
- A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
- A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
- A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service delivery managementcontract fulfillmentfinancial managementbudgetingperformance reportingrisk managementSLA managementcustomer agreementspost go-live supportresource planning
Soft skills
customer relationship skillscommunication skillsinterpersonal skillsstrategic thinkingdecision-makingautonomyjudgmentcollaborationproblem-solvingnegotiation
Certifications
ITIL Certification