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Service Delivery Manager
Amadeus
- Irving, Texas, United States
- Irving, Texas, United States
About
Service Delivery Manager
Location: (Remote - Central U.S)
While this is a remote role, candidates must reside within the Central Region of the United States and/or be willing to relocate to the Central Region of the United States
Summary of the role:
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 post-go-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 this role You'll:
- 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
Languages
- English
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