Service Delivery Manager

Job Title
Service Delivery Manager

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 opportunitie
• 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.

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

**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 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.