Manager of Delivery Management, Amadeus
+ Bonus + Equity
Ability to travel a needed
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
+ Bonus + Equity
Ability to travel a needed
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Bachelor’s degree in business, IT, Engineering, or related field and/or equivalent work experience
- ITIL Certification preferred
- 10+ years of experience in Service Delivery Management for post go-live solutions, preferably in complex, multi-country IT or aviation environments
- Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements
- Proven leadership experience managing teams and driving high performance to include at least 3 years’ experience managing a team abroad
- Experience in managing and negotiating with external customers and internal stakeholders at executive levels
- Previous experience working with airports, border control, managing support and maintenance of the (airline,
- Airport, border control etc.) contracts
- Previous experience in providing support on the post go live side
- Relevant financial management skills, including budget ownership and financial reporting
- Excellent communication, interpersonal, and customer relationship skills
- Ability to operate with high autonomy, exercise sound judgment, and handle complex decision-making processes
- Strategic thinker with the ability to translate vision into actionable goals
- Fluent in English and Spanish (Written and spoken) Portuguese is a plus
- Ability to travel as needed
- The ideal candidate brings deep service delivery management experience, is ITIL certified, thrives in a complex, dynamic environment, and can influence outcomes across multiple stakeholders
What the job involves
- The Senior Service Delivery Management role for the Americas is responsible for leading and managing the Air Operations Service Delivery Management (SDM) organization for the Border Authority Support and Maintenance (Post Go-Live) portfolio across the region,
- This role combines leadership of a team of Service Delivery Managers, direct management of the Support and Maintenance contracts of key customer accounts, and oversight of service delivery performance to ensure customer satisfaction, contract adherence, and business growth
- The Senior Service Delivery Management for Americas will be a key stakeholder working alongside Sales and Pre-Sales to structure appropriate service offerings and will actively participate in strategic account planning and delivery governance
- Customer Delight: Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities
- Service Delivery Performance: Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met
- Service Management Framework: Implement and promote ITIL-based service management best practices across the region
- Financial Accountability: Own the regional budget for Service Delivery Management. Ensure cost efficiency and contribute to the financial health of the organization
- Executive Reporting: Provide regular executive-level summaries highlighting key performance indicators, risks, issues, and mitigation plans
- Escalation Management: Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams
- Governance and Service Reviews: Develop and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership
- Team Leadership: Lead, mentor, and develop the regional SDM team, establishing clear goals and career development plans
- Policy and Strategy Influence: Influence regional resource planning, budgeting, and policy definition based on business needs and strategic vision
- Direct Account Management: Personally manage key strategic accounts within the Americas region while overseeing other SDMs managing their assigned accounts
- Sales Support: Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively
- Scope Management: Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals
- Operational Reviews: Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams
- Growth Enablement: Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings
- Portfolio Alignment: Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands
- Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate
- Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for all delivered services
- Strategic Vision: Develop and communicate a mid- to long-term vision for regional service delivery, aligning activities with broader business strategies
Application process
- End Date: May 29, 2025
- The application process takes no longer than 10 minutes!
- Create your candidate profile, upload your Resume/CV and apply today!
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
San Pascual, Madrid, Spain
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
Salary benchmarks
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