Serviceability Manager

Job Title

Serviceability Manager

Purpose

The Serviceability senior specialist plays an important role in Customer Care Management, supporting readiness and efficiency for the Global Support Organization and helping to improve the Customer Experience. The Serviceability Manager acts as a representative of Customer Care Management in the Business Domains, bringing knowledge and experience to support Amadeus’ solutions and providing input to improve serviceability and efficiency.

Common accountabilities:

• Has experience and functional knowledge of Amadeus Products and Solutions.
• Has experience and understanding of Amadeus Support processes and tools.
• Serves as the primary contact to consolidate and manage support solution requirements or improvements.
• Follows up on support and investigation tool improvements using prioritization based on data and agent feedback.
• Builds and maintains support tool priorities based on feedback and challenges from agents.

Additional accountabilities:

• Identifies monitoring and alerting needs for each Business Domain, prioritizing based on data, and follows up on implementation while evaluating the impact on the Support Organization.
• Generates relevant metrics to provide visibility on support tool efficiency and monitoring activities, helping to guide improvement requests.
• Evaluates if requests for monitoring and tooling are practical, cost-effective, and beneficial.
• Identifies relevant stakeholders within business domains and gains knowledge of relevant solutions.
• Ensures service readiness for each solution, including tools, processes, and monitoring.

Collaboration and Communication

• Builds a network of Subject Matter Experts (SMEs) within the Customer Care Management (CCM) organization.
• Notifies support organizations of new solutions or changes before roll-out.
• Develops productive interactions with stakeholders within Customer Operations and Business Domains.
• Makes decisions about their work, considering how it affects others, and supports cross-functional projects.
• Responsible for meeting commitments and works independently within plans provided by the Senior Manager, with guidance on challenging situations.
• Supports a healthy and collaborative environment.

About the Ideal Candidate

• Good project management skills.
• Ability to coordinate multiple activities and meet deadlines.
• Works independently with good follow-through skills.
• Good spoken and written English.
• Ability to work effectively across departments and with geographically remote teams.

Additional Skills

• Advanced PC skills (Word, PowerPoint, and Excel).
• Good presentation and facilitation skills, able to share ideas, gather input, and encourage collaboration.
• Creative and forward thinking.
• Good problem-solving skills.
• Experience working in customer services or maintenance teams

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential 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.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.