Service Delivery Manager New York
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Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title
The Service Delivery Manager is a senior role responsible for the end-to-end delivery governance and continuous improvement of Support and Maintenance services for complex Airport Border Control and/or Seaport customers within the Air Operations Service Delivery Management organization across the Americas region. This role ensures service performance aligns with contractual obligations operational standards and customer expectations with a strong focus on service quality reliability and risk management in mission-critical environments.
Acting as a key liaison between customers and internal delivery teams the Service Delivery Manager collaborates closely with Sales Pre-Sales Field Services and Support organizations to align service capabilities drive effective service governance and ensure seamless postgo-live operations. The ideal candidate brings deep service delivery management expertise ITIL certification and the ability to lead cross-functional teams and stakeholders in a complex high-availability operational landscape.
In his role Youll:
Customer Delight: Ensure high levels of customer satisfaction by planning executing and continuously improving service delivery activities.
Service Delivery Performance: Manage the end-to-end planning and execution of contracted services ensuring cost schedule performance and quality commitments are met.
Service Management Framework: Adhere to ITIL-based service management best practices for assigned customers.
Financial Accountability: Ensure cost efficiency and contribute to the financial oversight for services delivered to customers.
Reporting: Provide regular summaries highlighting key performance indicators service level agreements risks issues and mitigation plans.
Escalation Management: Act as the prime point of escalation for service issues managing and resolving escalations with customers and internal teams.
Governance and Service Reviews: Develop and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership.
Policy and Strategy Influence: Contribute to resource planning budgeting and policy definition based on business and customer needs.
Work with a high level of autonomy based on management directions. May contribute to planning of resources and budget.
Direct Account Management: Personally manage assigned key strategic Airport Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region.
Sales Support: Collaborate with Sales and Pre-Sales to ensure the right services are proposed scoped and contracted to meet customer needs effectively.
Scope Management: Manage contract scope and any changes ensuring clear documentation impact analysis and approvals.
Operational Reviews: Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams.
Growth Enablement: Identify service expansion opportunities at existing customers working closely with Account Management to position new offerings.
Portfolio Alignment: Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands.
Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate.
Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.
About the ideal candidate:
Bachelors degree in business IT Engineering or related field and/or equivalent work experience
ITIL Certification preferred
10 years of experience in Service Delivery Management for post go-live solutions preferably in complex multi-country IT or airport/aviation environments.
Minimum of 5 years previous experience in contract fulfillment working with SLAs and customer agreements
Experience in managing and negotiating with external customers and internal stakeholders at managerial levels.
Previous experience working with airports border control managing support and maintenance of the (airline airport border control seaports etc.) contracts
Previous experience in providing support on the post go live side
Relevant financial management skills including budget and financial reporting.
Excellent communication interpersonal and customer relationship skills.
Ability to operate with high autonomy exercise sound judgment and handle complex decision-making processes.
Strategic thinker with the ability to translate vision into actionable goals.
Fluent in English (Written and spoken)
Willingness to travel as needed in support of the role (generally up to 30% depending on business needs).
Location: New York - This role can be located in the New York area and will be a remote role.
Working at Amadeus you will find:
A critical mission and purpose - At Amadeus you will be powering the future of travel and pursuing 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 through on-the-job training formal learning activities and day-to-day interactions with colleagues.
A caring environment - Amadeus fosters a caring environment nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
A complete rewards offer - Amadeus provides attractive remuneration packages covering all essential components of a competitive reward offer including salary bonus equity and benefits.
A flexible working model - We want our employees to do their best work wherever and however it works best for them.
A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation creativity and collaboration across our organization.
A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers partners and employees.
Application process:
The application process takes no longer than 10 minutes!
Create your candidate profile upload your Resume/CV and apply today!
Diversity & Inclusion
Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex (including pregnancy childbirth or a related medical condition) ancestry national origin age genetic information military or veterans status sexual orientation gender expression perception or identity marital status mental or physical disability status or any other protected federal state or local status unrelated to performance of work involved.
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Required Experience:
Manager
