Website Amadeus
Millions of orders in production. Billions of offers created every day.
Join a global technology leader in travel and aviation solutions, where you’ll oversee mission-critical service delivery operations for enterprise clients. This role is ideal for experienced professionals who excel in managing complex IT services, stakeholder relationships, and operational performance.
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About the Company
Amadeus is a leading provider of advanced technology solutions for the global travel and aviation industry. The company supports airlines, airports, border control systems, and travel providers with innovative platforms that power seamless travel experiences worldwide.
With a strong global presence and commitment to innovation, Amadeus continues to shape the future of travel technology.
About the Role
As a Service Delivery Manager, you will be responsible for the end-to-end delivery, governance, and continuous improvement of support and maintenance services for complex aviation and border control systems. You will ensure that service performance meets contractual agreements, operational standards, and customer expectations.
In this role, you will act as a key bridge between clients and internal teams, ensuring smooth service operations, managing escalations, and driving continuous improvement across service delivery processes.
Key Responsibilities
Service Delivery & Performance Management
- Oversee the full lifecycle of service delivery for assigned enterprise customers
- Ensure performance meets service level agreements (SLAs), quality standards, and timelines
- Drive continuous improvement initiatives to enhance service quality
Customer Relationship & Satisfaction
- Build strong relationships with customer stakeholders and executive teams
- Conduct regular service reviews and performance evaluations
- Act as the primary escalation point for service-related issues
Governance & Reporting
- Monitor KPIs, risks, and service metrics, providing regular performance reports
- Lead governance processes and ensure compliance with ITIL-based frameworks
- Develop mitigation strategies for service risks and operational challenges
Cross-Functional Collaboration
- Work closely with sales, pre-sales, support, and field teams to align service capabilities
- Support contract scope management and service planning
- Assist in identifying opportunities for service expansion and growth
Financial & Operational Oversight
- Ensure cost efficiency and support financial tracking of service delivery
- Contribute to budgeting, invoicing, and operational planning
- Maintain alignment between business objectives and service execution
Requirements / Skills
- Bachelor’s degree in IT, Engineering, Business, or related field (or equivalent experience)
- 10+ years of experience in service delivery management within complex IT environments
- Strong knowledge of ITIL frameworks and service management practices
- Experience managing SLAs, contracts, and customer agreements
- Proven ability to work with cross-functional teams and senior stakeholders
- Strong communication, leadership, and problem-solving skills
- Ability to operate independently and manage complex decision-making processes
Preferred Qualifications
- ITIL certification
- Experience in aviation, airport systems, or border control environments
- Financial management and reporting experience
- Willingness to travel as needed (up to ~30%)
Work Environment / Benefits
- Remote or hybrid work model depending on location
- Opportunity to work on mission-critical global systems in travel and aviation
- Competitive compensation with bonus and benefits packages
- Continuous learning and professional development opportunities
- Inclusive and diverse workplace culture
- Strong focus on employee wellbeing and work-life balance
How to Apply
Apply directly through the official job page:
https://amadeus.wd502.myworkdayjobs.com/en-US/jobs/job/Irving-Texas/Service-Delivery-Manager—Central_R34470-1?remoteType=162121726f6f10014e4bd8ac50b10001
Note: Applications are handled on the employer’s official website. WorkinVirtual is not responsible for the hiring process.