Service Delivery Manager

Service Delivery Manager at Amadeus

Amadeus is a leading technology provider to the travel industry, operating in over 190 countries. Our innovative solutions power every aspect of a traveler’s journey, from airlines to search engines, and from travel agencies to hotels. Top travel brands worldwide rely on Amadeus to create exceptional traveler experiences.

What You'll Do as a Service Delivery Manager

• Manage the successful delivery of contracted services, including maintenance and information technology, to customers.
• Act as the primary point of contact for both internal and external clients concerning overall and day-to-day service delivery.
• Ensure that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined in contracts are consistently met or exceeded.
• Oversee that implementations and ongoing services are delivered on time and align with client requirements by closely monitoring project schedules, identifying risks, managing the scope of work, and controlling budgets.
• Build and maintain strong client relationships, actively participating in client meetings to review performance and enhance client satisfaction.
• Provide support to operational teams and service partners, helping them understand client needs and offering continuous client advice and assistance.
• Promote Amadeus's capabilities to secure contract extensions or additional business within existing accounts.
• Support contract renewals for support and maintenance services and proactively identify opportunities to expand service offerings within the current customer base.
• Identify budget needs, monitor Profit & Loss (costs, revenues, margin), and analyze variances between actuals and budgets to ensure financial health.
• Oversee customer invoicing and payment milestones to ensure timely and accurate financial processing.
• This role requires meeting customers at both Jeddah (JED) and Medina (MED) airports.

About The Ideal Service Delivery Manager Candidate

• Bachelor’s degree in computer science, business administration, or a closely related discipline is highly desirable.
• Possession of ITIL certification or demonstrated equivalent knowledge.
• Proven experience in incident management.
• A solid understanding of contract management and project management principles.
• Knowledge of financial management, including administering budgets, schedules, and performance standards to maintain and optimize delivery and service costs, along with providing financial performance reports.
• Proficiency in English, both spoken and written, is essential.
• Exceptional communication skills with the ability to effectively connect and collaborate with both technical and non-technical stakeholders.

What Amadeus Can Offer You

• 🎯 A Critical Mission and Purpose: At Amadeus, you'll play a vital role in shaping the future of travel with a significant mission.
• 🌎 A Truly Global DNA: Experience a global environment, from our diverse people to our worldwide business operations, culture, and processes.
• 🎓 Great Opportunities to Learn: Benefit from continuous learning through on-the-job training, formal activities, and daily interactions.
• 🤗 A Caring Environment: Amadeus fosters a supportive atmosphere that prioritizes both professional growth and personal well-being.
• 💰 A Complete Rewards Offer: Enjoy attractive compensation packages, including salary, bonus, caregiving, and health benefits.
• 🌟 A Flexible Working Model: Embrace our flexible working model, designed to help you excel wherever and however you work best.
• 🌈 A Diverse, Equitable, and Inclusive Community: We are dedicated to empowering every employee to reach their full potential by fostering a culture of belonging and fair treatment.
• 📈 A Reliable Company: Trust and reliability are core to our relationships with customers, partners, and employees.

Diversity & Inclusion at Amadeus

Amadeus aims to be a leader in Diversity and Inclusion within the tech industry. We strive to enable every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting top talent from all backgrounds, and serving 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.

Key skills/competency

• Service Delivery Management
• ITIL Framework
• Client Relationship Management
• SLA/KPI Management
• Project Management
• Incident Management
• Contract Management
• Financial Management
• Stakeholder Communication
• Business Development