Delivery Implementation Support

Job Title:

Delivery Associate (Travel)

In this job you will:

Summary:

Customer Operations (CMO) is dedicated to driving customer success throughout the entire customer journey. Our mission is to provide best-in-class support by leveraging our global expertise, scale advantage, industry presence, and robust digitalization capabilities. The CMO encompasses various essential functions such as Delivery Management, Implementation Products & Services, Customer Care Management, Customer Learning Services,  Capacity& Operational Excellence, Digitalization and Security & Compliance.

The Implementation Products & Services (IMP) organization has a primary goal to deploy Amadeus' full range of standard products and solutions primarily to Travel Distribution but also activating products for all Business Units. 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.

Purpose of this role

Join our dynamic team as a Core Implementation Services team member, where you'll play a crucial role in supporting large-scale implementations and migrations for Amadeus products and services. You'll be at the forefront of setting up and configuring a diverse range of products for customers such as Airlines, Travel Agencies, and Others. This role demands a strong ability to understand complex processes, handle a high volume of requests, adhere to strict guidelines, and collaborate with various teams to enhance efficiency through automation and process improvements, all while ensuring high-quality standards.

Flexibility is key, as the role requires availability during bank holidays and on-call support on weekends. You'll work autonomously within defined processes and will receive regular guidance and support from your line manager to help you succeed in your assignments.

Main Responsibilities

Operational Excellence

• Act as a key contributor within the CIS department.
• Ensure quality and consistency by following standardized procedures for product configurations across different customer types (Airlines, Travel Agencies, Hotels, etc.).
• Prioritize tasks effectively, adapt to changing requirements, and meet tight deadlines.
• Monitor key performance metrics to align with organizational objectives and deliver against the pipeline targets.
• Ensure compliance with security guidelines while managing implementation services

Knowledge Management & Process Improvement

• Design and maintain service delivery flows and documentation.
• Seek opportunities for automation and continuous improvements.
• Work closely with CMO-IMP teams and other departments to enhance services and processes.
• Ensure proper documentation of technical/functional knowledge and contribute to maintain a structured knowledge base.
• Identify opportunities for improvements and promote new ideas.

Incident Management & Problem Resolution

• Handle investigations of IR/PTRs, ensuring timely resolution of issues.
• Manage requests with the right priority, maintaining a strong commitment to customer satisfaction.
• Ensure smooth and efficient operations by overseeing industrialized implementation activities and security services.

Teamwork & Collaboration

• Encourage knowledge sharing and teamwork to enhance skills.
• Foster a customer-focused mindset, promoting efficiency and continuous improvement.
• Support colleagues by assisting with implementation requests and troubleshooting issues.
• Participate in a rota system to ensure coverage during bank holidays and on-call support.
• Collaborate with peers and managers to document best practices.

About the ideal candidate:

• Bachelor's Degree in IT or Computer Science; or a 2-year vocational degree in IT; or relevant work experience.
• Significant experience in IT supporting or implementation roles.
• Knowledge of the travel industry is preferred
• Knowledge on Amadeus products and solutions is preferred
• Strong understanding of the business impact of incidents on clients.
• Proven ability to work effectively in multi-cultural environments.
• Experience in incident management, problem management and service request management
• Analytical skills, problem solving skills, project management and communication skills