Service Delivery Manager

Amadeus

Service Delivery Manager ensuring high levels of customer satisfaction with strategic accounts. Leading service delivery management in the Americas region for airport and border control solutions.

Posted 4/15/2026full-timeRemote • Florida, New Hampshire, New York • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

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.
Work with a high level of autonomy, based on management directions.
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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service delivery managementcontract fulfillmentfinancial managementbudgetingperformance reportingrisk managementSLA managementcustomer agreementspost go-live supportresource planning

Soft Skills

customer relationship skillscommunication skillsinterpersonal skillsstrategic thinkingautonomyjudgmentdecision-makingcollaborationproblem-solvingnegotiation

Certifications

ITIL Certification