Service Delivery Manager

Descripción del puesto:

Job TitleService Delivery Manager
Job Title: Service Delivery Manager
Location: Bogota, Colombia (Hybrid)
Position: Permanent

Job Description
The Service Delivery Manager (SDM), is the customer advocate, empowering the voice of the customer for technology, operational and security matters within Amadeus to meet customer demands and needs by:
* Partnering with the airline customers to keep the business services under continuous execution in a resilient, reliable, scalable, and secured production environment to accomplish zero or minimum disruption to business operations and performance
* Focusing on Operational Excellence, Customer Relationship and Customer Advocacy to increase Customer Satisfaction and Loyalty that benefits Amadeus to retain and extend the existing business and open new business possibilities and opportunities.
* Ensuring system stability and performance are maintained above the service level committed to the customers upfront in the sales process and review the performance with the customers on a regular basis
* Building strong customer relationships through continuous engagement and governance, addressing customer pain-points and provide regular updates on the performance and continuous service improvements

Depending on the size, complexity and strategic value of customer to Amadeus, the SDM can be assigned to 1 or multiple accounts. The SDM works hand-in-hand with the Account Manager and is an integral member of Central Delivery Services and Extended Account Teams.

In this role you'll:
Service Delivery Management
* Focal point for improving the Operational Performance (QoS)
* Customer POC for operational topics: Stability, Security, Cloud Migration, Other Migrations & Upgrades
* Lead coordination with customers to identify & recommend opportunities to improve operational processes & training to ensure service excellence
* Creates and owns the Operational slides shared with Extended Account Team & the account for Steering Committee and Scorecard related reviews as requested
* Service Level Performance Management
* Focal point for defining, measuring and reporting the Service Level Performance metrics each month
* Key contributor to service credit calculation process
* Referral point for SLA definition and metrics during contract drafting and signoff process
* Lead monthly, quarterly, and yearly operational reviews to discuss the progress of Amadeus technology evolution, stability, security and process improvements.
* Monitor and work closely with support and maintenance teams to minimize risk of breaches
* Customer Service Plan
* Produce and maintain Customer Service Plan (CSP)
* Contribute with content on support & escalation processes related to Incident & Service Request Management
* Enrich & optimize notification processes
* Major Incident Management
* Respond to escalations and collaborate with leadership in managing communications for major incidents during working hours complementing CDS 24x7 support process
* Act as the POC and actively participate in both internal and customer bridge calls during major incidents - including after-hours oncall rotation.
* Provide updates after incident recovery (IMR & PIC)
* General Case Management
* Provide guidance and a managerial escalation point to foster correct use of the incident and escalation processes
* Serve as POC for customers and the Extended Account Team for concerns/pain-points with the Case Management Process
* Provide regular reporting and lead customer calls on case management and trends, ie Top 10 Calls
* Escalation POC for operational matters when not progressing in accordance with customer expectations based on the procedures in the Customer Service Plan.
* Technology & Security Evolution
* Lead coordination with customers for technical upgrade/migration projects and security compliance efforts such as TLS, PCI, etc
* Entry point for security and data breach topics
* Change Management
* Key contributor to the yearly maintenance window planning
* Represent the customer in Change Management meetings when needed
* Customers' POC and lead coordination for increase in traffic due to limited sales campaigns or special events
* Participate in scheduled Change Request and Proposal meetings

About the ideal candidate:
* ​Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline or equivalent experience
* Full professional proficiency in English (spoken, written, and reading)
* 5+ years in IT Service Management, Service Delivery, or Customer Success roles.
* Experience managing SLAs, incident escalation, and major incident communications.
* Exposure to airline industry operations or other mission-critical environments.
* Hands-on involvement in cloud migration, technical upgrades, and security compliance projects.
* Strong knowledge of ITIL framework and service management best practices.
* Familiarity with change management, maintenance planning, and operational governance.
* Understanding of aviation technology standards and customer service plans.
* Technologies and tools proficiency: ITSM platforms (e.g., ServiceNow), · Reporting and analytics tools (Excel, Power BI), Collaboration tools (Microsoft 365 suite).
* Customer advocacy mindset with strong relationship-building capabilities.
* Excellent communication and presentation skills, Analytical and problem-solving skills, Ability to lead cross-functional coordination under pressure, Strong organizational and planning skills
What we can offer you:
* Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
* Hybrid working model.
* Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
* Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find
* 🎯 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 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.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.