Manager, Implementation Services

Job Title

Job Title:

Manager, Implementation Services

In this job you will:

Purpose of this role

Within Travel Distribution, the Customer Operations division (CMO) aims to maximize customer success.  At every point of the customer journey from onboarding new solutions to everyday usage, we support our customers via our global expertise, our scale advantage, our footprint, and our digitalization capability. Our group encompasses several key roles from Delivery Management to Implementation Services, Customer Care Management, Learning & Knowledge Management, Security & Compliance, etc.

The Implementation Products & Services (IMP) organization has a primary goal to deploy Amadeus' full range of standard products and solutions. Simultaneously, IMP seeks to industrialize emerging products, contributing to increased revenues for Amadeus. The implementation teams are dedicated to designing optimal serviceability levels to facilitate the deployment of any solution. Furthermore, their objective is to standardize delivery practices on a global scale, promoting efficiency in meeting business domain objectives and ensuring customer satisfaction.Lead a team responsible for providing quality and consistency of on-going service deliveries for the full range of products/ services under Core Implementation Services scope for Amadeus employees and support CIS organization on security topics. Mobilize line organizations to assure delivery of Amadeus commitments.

The Core Implementation Services (CIS)  Manager leads an implementation team aiming at serving Travel Sellers, Airlines, Car and Hotel Business Units  according to the security guidelines provided by CSA team and based on a follow the sun model. The CIS manager is a key stakeholder for regions supported by CIS organization, managing the relationship with commercial team as well as strategic customers and may represent CIS organization in transversal big projects.

Main Responsibilities:

Team Management

• Accountable for the budget, performance and results of a medium-sized team or multiple teams of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members.​ Sets performance objectives, conducts performance reviews and recommends pay actions.
• Ensures timely and appropriate communication to team members regarding organization information.
• Defines a vision for the team in line with the organization strategy and operational challenges and translates it into a concrete action plan. Works with a high level of autonomy, with some guidance from Senior Manager.
• Acts as a reference across multiple areas, anticipating solutions to complex problems.
• Optimizes efficiency based on knowledge and experience with the policies, procedures and business plan.
• Works with a high level of autonomy, based on management directions, escalating issues only when necessary. 

Transversal projects

• Act as the primary point of contact for your organization in transversal initiatives, ensuring alignment with strategic goals and operational priorities
• Represent your domain's interests in cross-functional forums, ensuring that your organization's needs, constraints, and contributions are clearly articulated and considered
• Contribute to defining the scope, objectives, and success criteria of the transversal project, ensuring they are realistic and aligned with organizational capabilities
• Ensure timely and transparent communication with internal and external stakeholders, including updates on progress, risks, and decisions"

Implementation Operational Management

• Accountable for the performance and results of team activities.
• Successfully deliver against the backlog, meeting established targets.
• Balance team workloads effectively to optimize operational efficiency.
• Encourage the exchange and distribution of knowledge among team members to enhance collaboration and skills transfer.
• Guarantee that tailored solutions or services meet customer specified requirements.
• Establish key performance metrics to measure services delivered and organizational performance. * Define appropriate threshold values to indicate successful team activities.
• Maintain high Net Promoter Score for services provided.
• Execute operations within the allocated manpower budget and cost envelope.
• Has a mid/long-term vision of the activity and the business, influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making.  

About the ideal candidate:

• More than 5 years people management experience is a plus, working in multi-cultural environment
• Experience that would be valued additionally: Travel Industry, Implementation/ Delivery management or Product management
• Understands travel industry or has an equivalent experience in similar domain
• Strong communication skills - fluent in English
• Communication Skills, active listening, manage by influence, Amadeus functional and technical knowledge would be a plus
• Analytics skills and Development concept understanding
• Candidate must have: understands customer's needs, communicate effectively with team members and foster team brainstorming, able to build health relationships within the organization, accountability, results driven, structured logic and methods in problem solving, can adapt to change and shifting priorities, able to generate new ideas and must be innovative
• This position requires availability to support team working in a rotating shift schedule, including nights, weekends, and public holidays, to support 24/7 operational coverage.
• Flexibility and responsiveness are essential to meet the demands of a global organization.    
• Amenable to work on a hybrid setup (2-3x a week or more depending on business needs). Location: BGC Taguig

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.