Service Delivery Manager

Descrizione del lavoro:

Job TitleService Delivery Manager
The Service Delivery Manager, integrated within the Air Operations department, is responsible for ensuring the successful delivery of contracted services and solutions to our customers-specifically overseeing and managing the Portuguese accounts. This role oversees operational performance, drives customer satisfaction, and supports business growth by acting as the primary point of contact for all service-related activities. The Service Delivery Manager builds strong relationships, ensures contractual alignment, manages financial performance, and coordinates cross-functional teams to deliver excellence.

Key Responsibilities
Customer & Stakeholder Management

* Build, foster, and maintain strong relationships with customers at all levels.
* Act as the main point of contact for stakeholders, ensuring transparent and proactive communication.
* Lead regular service reviews, performance discussions, and customer satisfaction initiatives.

Service Delivery & Operational Excellence
* Oversee all deliverables and ensure they meet contractual commitments and customer expectations.
* Develop, manage, and communicate delivery timelines; ensure schedules are adhered to.
* Monitor service performance, maintain dashboards, and provide executive summaries on progress, risks, and issues.
* Serve as the primary escalation point for functional issues and coordinate necessary resolutions.
* Ensure solutions meet contractual, operational, and regulatory requirements, while supporting customers in understanding capabilities and usage.
* Drive adherence to service-level agreements (SLAs) and key performance indicators (KPIs).

Financial & Contract Management
* Support invoicing processes and monitor customer payment milestones.
* Manage budgets, track P&L performance, and analyse variances.
* Support contract renewals and drive opportunities to expand service offerings.
* Ensure compliance with contract obligations and internal governance.

Leadership & Internal Coordination
* Align internal operational teams and external partners with customer needs and priorities.
* Lead cross-functional efforts to improve processes, efficiency, and service quality.
* Promote a culture of continuous improvement and operational excellence.

Qualifications & Skills
* Full professional proficiency in English and Portuguese (written and spoken).
* ITIL certification or proven experience in ITIL-based environments.
* Eligibility for Security Clearance for airport access.
* Located within commuting distance of the Lisbon Office.
* Proven experience in service delivery management, ideally in IT or technology environments.
* Strong experience with Incident and Problem Management.
* Demonstrated ability in customer relationship-building and stakeholder management.
* Excellent communication, negotiation, and problem-solving skills.
* Ability to manage multiple projects, workstreams, and deadlines.
* Solid financial acumen, including budgeting and P&L management.
* Experience in contract management, compliance, and operational governance.
* Ability to lead cross-functional teams, coordinate partners, and drive continuous improvement.

What we can offer you:
* 🌎 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 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.
* 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

#LI-EMEA

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.