Service Delivery Manager

Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler’s journey, from airlines to search engines, travel agencies to hotels, the world's top travel brands rely on Amadeus to help create exceptional traveler experiences.

As a Service Delivery Manager, you will have a chance to:

• Be responsible for managing the delivery of contracted services such as maintenance and information technology to customers.

• Act as the main point of contact for both internal and external clients regarding overall and day-to-day service delivery. Ensure that SLAs (service level agreements) and KPIs (key performance indicators) defined in contracts are met or exceeded.

• Ensure that implementations and ongoing services are delivered on time and meet client requirements by monitoring project schedules, risks, scope of work, and budgets.

• Build and maintain positive client relationships and participate in client meetings to review performance and support client satisfaction.

• Support operational teams and service partners in understanding client needs and provide ongoing client advice and assistance.

• Promote the organization’s capabilities to help secure contract extensions or additional business within accounts.

• Support contract renewals for support and maintenance services and explore opportunities to expand service offerings within the current customer base.

• Identify budget needs, monitor P&L (costs, revenues, margin), and analyze variances between actuals and budgets.

• Oversee customer invoicing and payment milestones to ensure timely financial processing.

About the ideal candidate:

• Bachelor’s degree in computer science, business administration, or a closely related discipline is desirable.
• ITIL certification or equivalent knowledge.
• Experience in incident management.
• Understanding of contract management and project management.
• Knowledge of financial management to administer budgets, schedules, and performance standards, helping to maintain and optimize delivery and service costs, as well as provide financial performance reports.
• Proficiency in English, both spoken and written.
• Communication skills with the ability to effectively connect and collaborate with both technical and non-technical stakeholders.
• Willingness and ability to work on location at Dubai Airport (DXB).

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 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.

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