Assoc. Service Delivery Manager

2 weeks ago

Taguig, National Capital Region, Philippines the Ideal Candidate Full time

Job Title

Assoc. Service Delivery Manager

Summary of the Role

As an Assoc. Service Delivery Manager in the Airports team, you'll ensure high-quality and consistent service delivery for Amadeus Airport IT and Airline Operation products and services at designated airports. You'll play a key role in enhancing customer satisfaction by serving as the main point of contact for all service-related queries, concerns, and requests. Acting as the functional expert on Amadeus solutions, you'll stay actively engaged with assigned customers throughout their lifecycle, collaborating with internal teams to resolve issues and align service delivery with customer expectations.

In This Role You'll / Your Main Responsibilities

  • Incident Coordination: Manage and track customer issues, ensuring quick resolution and proper communication.

  • Problem Resolution: Identify recurring issues, log them, and work with internal teams to fix them.

  • Change Management: Understand customer change requests and coordinate with teams to implement them.

  • Release Management: Support testing and rollout of new features or fixes with customers.

  • Service Reporting: Prepare monthly performance reports and lead improvement discussions.

About the Ideal Candidate

  • 5+ years of experience managing service teams in IT or airport technology environments.

  • Skilled in service delivery, incident resolution, and managing service level agreements (SLAs).

  • Demonstrates a strong understanding of IT service management best practices, ITIL certification is a plus.

  • Comfortable with operating systems, server management, networking, and troubleshooting.

  • Effective communicator with strong organizational and collaboration skills.

  • Open to occasional travel (up to 20%), including within Philippines, and internationally.

What we can offer you

  • · A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose. 

  • · A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 

  • · Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions. 

  • · A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being. 

  • · A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits. 

  • · A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best. 

  • · A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment. 

  • · A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees. 

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.  

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