Service Delivery Manager

Service Delivery Manager Amadeus, Bogota, D.C., Capital District, Colombia Position: Service Delivery Manager Overview 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. Responsibilities Partner with airline customers to keep business services under continuous execution in a resilient, reliable, scalable and secured production environment, achieving zero or minimum disruption to business operations and performance. Focus on Operational Excellence, Customer Relationship and Customer Advocacy to increase customer satisfaction and loyalty, benefiting Amadeus by retaining existing business and opening new business possibilities. Ensure system stability and performance are maintained above the service level committed to customers upfront in the sales process and review performance with customers regularly. Build strong customer relationships through continuous engagement and governance, addressing customer pain‑points and providing regular updates on performance and continuous service improvements. Depending on the size, complexity and strategic value of the customer, the SDM can be assigned to one or multiple accounts. Work hand‑in‑hand with the Account Manager and be an integral member of Central Delivery Services and Extended Account Teams. Act as the focal point for improving operational performance (QoS). Serve as customer POC for operational topics: stability, security, cloud migration, other migrations & upgrades. Lead coordination with customers to identify and recommend opportunities to improve operational processes & training to ensure service excellence. Create and own operational slides shared with the Extended Account Team & the account for Steering Committee and Scorecard related reviews as requested. Define, measure and report Service Level Performance metrics each month. Contribute to the service credit calculation process. Professional refer point for SLA definition and metrics during contract drafting and sign‑off. Lead monthly, quarterly, and yearly operational reviews to discuss progress of Amadeus technology evolution, stability, security and process improvements. Monitor and work closely with support and maintenance teams to minimize risk of breaches. Produce and maintain Customer Service Plan (CSP). Contribute to content on support & escalation processes related to incident & service request management. Enrich & optimize notification processes. Respond to escalations and collaborate with leadership in managing communications for major incidents during working hours, complementing CDS 24x7 support process. Act as POC and actively participate in both internal and customer bridge calls during major incidents – including after‑hours on‑call rotation. Provide updates after incident recovery (IMR & PIC). 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, e.g., 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. 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. Key contributor to yearly maintenance window planning. Represent the customer in Change Management meetings when needed. Customer POC and lead coordination for increases in traffic due to limited sales campaigns or special events. Participate in scheduled Change Request and Proposal meetings. Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity 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 acting as a role model for an inclusive employee experience. Legal Notice 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. Job Details Seniority level: Mid‑Senior levelEmployment type: ContractJob function: Project Management and Information TechnologyIndustries: IT Services and IT Consulting #J-18808-Ljbffr