Continuous Support Services Improvement Lead

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Job TitleContinuous Support Services Improvement Lead
Role Purpose
The Continuous Support Services Lead is responsible for defining, evolving, and optimizing the Amadeus AirOps Service Offering across airports and border authority customers.

The role ensures that operational services (support, monitoring, field services, maintenance, and service management) are commercially viable, scalable, and aligned with business strategy, delivering the appropriate Return on Investment while improving customer experience and operational stability.

The position owns the development and continuous evolution of the AirOps Service Catalogue, including service models, cost structures, and operational frameworks that complement the AirOps product portfolio.
The role is part of the Service Strategy team working with Service Design & Transition, Service Delivery, Pre-Sales, Product Management and Customer Services, ensuring that what Amadeus sells can be delivered efficiently and sustainably worldwide.

Key Responsibilities:

1) Service Strategy & Service Catalogue Ownership
* Define and maintain the AirOps Service Catalogue and associated service packages.
* Develop scalable global service models for support, maintenance, monitoring, and field services.
* Ensure services align with product capabilities, customer expectations, and operational realities.
* Define standard service levels, operating models, and service inclusions/exclusions.
* Support pre-sales and RFP responses by providing service solutions, operating models, and service assumptions.
* Ensure service offerings deliver measurable ROI and margin sustainability

2) Data Analysis & Feasibility Studies
* Analyze operational data to identify trends and service improvement opportunities.
* Perform feasibility and cost-benefit studies for new service offerings and support models.
* Define service cost structures, pricing guidance, and operational assumptions.
* Use data-driven insights to influence service design and operational decisions.
* Evaluate new services to be aligned with customer needs and deployment scale.
3) Service Design & Operating Model Development
* Design global support models combining remote monitoring, centralized support, and on-site services.
* Define service scope, responsibilities, and RACI across Amadeus teams, partners, and customers.
* Develop service documentation including:
* Service definitions
* Operating procedures
* Support models
* Governance structures
* Contribute to business case development and service cost modelling in collaboration with Sales and SBDM.

4) Continuous Improvement & Quality Assurance
* Assess service performance and operational effectiveness across customer accounts.
* Define and track KPIs and service success criteria.
* Identify systemic service issues and implement improvement initiatives.
* Lead or coordinate enterprise-level service improvement initiatives (e.g., cross-account recurring issues).
* Competitor Analysis and what "Best Practice" in Service management.
* Ensure lessons learned from operations feed back into service design and product evolution.

5) Process Optimization (Post-Go-Live Operations)
* Review and optimize post-deployment operational processes.
* Standardize operational workflows and best practices globally.
* Improve incident resolution efficiency and operational productivity.
* Develop operational frameworks for stable 24/7 service delivery.
* Align operational practices with ITIL service lifecycle and Amadeus governance.

6) Collaboration & Stakeholder Management
* Work closely with:
* Service Delivery Managers
* SBDM / Sales
* Product Management
* Customer Services
* Vendor Managers & Service Partners
* Delivery & Support teams
* Support vendor and partner service model definition and accountability structures.
* Assist commercial teams with service costing for proposals and renewals.
* Build strong relationships with internal stakeholders and key customers.

Required Qualifications
Experience
* 5+ years in Service Management, Service Delivery, Operations Strategy, or ITSM roles.
* Experience designing or managing operational support services in complex environments.
* Experience working with global customers and distributed operational teams.
* Experience delivering either Internal of External customer facing Projects or Programs
* Exposure to managed services, outsourcing models, or operational service offerings.
* Experience supporting pre-sales, RFPs, or business cases is highly desirable.

(Airport, airline, transportation, or regulated industry experience is a strong advantage.)

Knowledge & Skills
* Strong understanding of ITIL v4 (Service Strategy / Service Design / CSI).
* Data analysis and problem-solving capability.
* Service costing and commercial awareness.
* Ability to design operating models and service frameworks.
* Excellent stakeholder communication and influence skills.
* Ability to translate operational realities into strategic decisions.
* Strong written communication (documentation and proposals).

Preferred Certifications
* ITIL v4 Foundation (required)
* ITIL Managing Professional or Strategic Leader (preferred)
* Prince2 / PMP (nice to have)
* Lean / Continuous Improvement knowledge (advantage)

#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.