Service Delivery Manager

<p><b><span>Job Title</span></b></p>Service Delivery Manager<p><b>Key Responsibilities:</b><span> </span></p><ul><li><span>Be accountable for managing the delivery of contracted services such as maintenance as well as information technology to customers;</span></li><li><span>Serve as the primary point of contact to the internal and external client(s) regarding overall and day-to-day service delivery;</span></li><li><span>Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded;</span></li><li><span>Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, the scope of work and budget;</span></li><li><span>Build and maintain strong client relationships and participate in client meetings regarding performance to ensure client satisfaction;</span></li><li><span>Ensure that operational teams and service partners maintain a clear understanding of the client's needs and provide day-to-day client advice and support;</span></li><li><span>Promote the organization's capabilities and works to achieve contract extension or to win additional business within the account(s);</span></li><li><span>Promote S&amp;M contract renews and expand the <span>services offer in</span> the current customer base;</span></li><li><span>Define budget needs and monitor P&amp;L (costs, revenues, margin) and perform variance analysis of actuals vs. budget;</span></li><li><span>Manage customer invoice &amp; payment milestones.</span></li></ul><p><span> </span></p><p><b>About the ideal candidate:</b><span><b> </b></span></p><ul><li><span>Bachelor’s degree in computer science, business administration or closely related discipline, desirable;</span></li><li>Cyber security knowledge &amp; experience;</li><li>ABDO (Algemene Beveiligingseisen voor Defensie Opdrachten) knowledge would be desirable;</li><li>Ability to pass VGB-B security clearance;</li><li>Commuting distance of Schiphol Airport;</li><li><span>ITIL Certification;</span></li><li><span>Incident Management experience;</span></li><li><span>Proficiency in English &amp; Dutch, both spoken and written;</span></li><li><span>Knowledge in contract management and project management;</span></li><li><span>Knowledge in financial management, to administer budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service as well as to provide financial performance reports;</span></li><li><span>Excellent communication skills including the skills to bridge the gap between technical and non-technical stakeholders.</span></li></ul><p></p><p><b>What we can offer you:</b></p><ul><li>💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.</li><li>🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</li><li>🎓 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.</li><li>🤗 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.</li><li>🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.</li><li>🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.</li><li>📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.</li><li>🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.</li></ul><p></p><p></p><p></p><p><span><b><b><b>Diversity &amp; Inclusion</b></b></b></span></p><p></p><p><span><span>Amadeus aspires to be a leader in Diversity, </span><span>Equity</span><span> and Inclusion in the tech industry, enabling every employee to reach their full potential</span><span> </span><span>by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. </span></span><span> </span></p><p></p><p><span><span>Amadeus is an equal </span><span>opportunity employer. All qualified applicants will receive</span><span> </span><span>consideration for employment without regard </span><span>to </span><span>gender, </span