Job Title

Head of Airline Customer Delivery Operational Excellence and Shared Services

Business Environment

Within Airline Solutions, the Customer, Delivery & Services (CDS) organization is in charge of the 3 essential processes to bring value to our customers:

1. Onboarding of new customers into Airline Solutions (products/services);

2. For existing customers, providing services to support the usage of these solutions (support, training, etc.)

3. Managing the delivery and governance with customer in close collaboration with customer facing teams, product and services teams.

The team encompasses travel and tech experts across the globe whose missions are to maximize our customer's success and position services as a key component of our overall value proposition.

At the center of Nevio, aiming to bring retailing capability to airlines, this department is embracing the transformation to scale the delivery of the Nevio pipeline while relying on the strong assets built with Altea implementation and delivery.

About the role

The Head of Delivery Operational Excellence & Shared Services unit is to be pivotal in ensuring the execution excellence of our onboarding and support services across CDS, while looking at the overall situation and managing some shared CDS services.

This unit brings together 70 professionals from Implementation and Global Customer Care and aims to play a central role in the CDS group.

The unit is also to define the path and lead the implementation of several key transformations: Scope extension of CDS services with Nevio, Business Transformation with the move toward Solution, Digital Transformation with ServiceNow & GenAI.

Your role would be focused but not restricted to the following objectives:

• Develop and maintain methodology, processes, knowledge and tool to ensure operational excellence of our delivery, implementation and customer care services
• Act as the central coordinator across CDS functions to understand performance, anticipate issues in order to improve and accelerate time to course correct and provide the best services for our customers
• Consolidate performance of CDS services and put in place governance with the rest of the Airlines organization
• Work closely with Product, Services, Engineering, and Product Marketing Management (PMM) to ensure the construction and evolution of Airline solutions are matching customer needs, industrialization level, and deployable with acceptable lead time and cost points
• Support the improvement of the processes and operating model to deliver our delivery, implementation, and customer care services with Nevio, Solution Play, Digital Transformations; drive the change management and its communication
• Define and support the execution of our strategy across our strategy pillars, with the head of the division and their team
• Support the head of the division to create an engaging dynamic across the organization and represent them as needed in critical meetings
• Create a motivating message for CDS and contribute with innovation and disruptive ideas to improve the way we deliver.
• Manage and develop shared services across CDS; in technical writer services and tools to support CDS execution in coordination.
• Lead the group, manage personal development, and align skills/capacity with overall objectives.

About our ideal candidate

• Extensive experience in a senior management role - leading & motivating multiple teams; defining, articulating, and executing strategy.
• Demonstrated ability to bring innovation, curiosity, change management, analytical, and synthesis skills.
• Proficient in English - written and spoken.
• A background in Program Management or Management Consulting is appreciated.
• Experience in the travel industry is appreciated.

What we offer you

• 💰 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.

• 🌎 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.