Amadeus
Service Delivery Specialist
Irving, Texas
Sponsorship not specifiedDetected 1 day ago
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Cap-exempt (no lottery)0
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Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- The SDM works hand-in-hand with the Account Manager and is an integral member of Central Delivery Services and Extended Account Teams.
- Diversity & Inclusion Amadeus is an Equal Employment Opportunity Employer.
- Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users.
Responsibilities
- Creates and owns the Operational slides shared with Extended Account Team & the account for Steering Committee and Scorecard related reviews as requested
- Lead monthly, quarterly, and yearly operational reviews to discuss the progress of Amadeus technology evolution, stability, security and process improvements.
- Monitor and work closely with support and maintenance teams to minimize risk of breaches
- Contribute with content on support & escalation processes related to Incident & Service Request Management
- Enrich & optimize notification processes
- Produce and maintain Customer Service Plan (CSP)
- Respond to escalations and collaborate with leadership in managing communications for major incidents during working hours complementing CDS 24x7 support process
- Provide regular reporting and lead customer calls on case management and trends, ie Top 10 Calls
Nice to have
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline or equivalent experience
- Full professional proficiency in English (spoken, written, and reading)
- 5+ years in IT Service Management, Service Delivery, or Customer Success roles.
- Experience managing SLAs, incident escalation, and major incident communications.
- Exposure to airline industry operations or other mission-critical environments.
- Hands-on involvement in cloud migration, technical upgrades, and security compliance projects.
- Strong knowledge of ITIL framework and service management best practices.
- Familiarity with change management, maintenance planning, and operational governance.
Compensation
- Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
Company info
- Lead coordination with customers to identify & recommend opportunities to improve operational processes & training to ensure service excellence
- Serve as POC for customers and the Extended Account Team for concerns/pain-points with the Case Management Process
- Lead coordination with customers for technical upgrade/migration projects and security compliance efforts such as TLS, PCI, etc
- Customers' POC and lead coordination for increase in traffic due to limited sales campaigns or special events
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This listing is sourced directly from Amadeus's careers page and normalized into a canonical job model.