Airline IT Delivery Manager

Job Title

Airline IT Delivery Manager

Summary of the role:

The role of the Airline IT Delivery Manager is to provide quality and consistency of on-going service delivery for the full range of IT and e-commerce products and services.  Key responsibilities include - managing customer deliveries, managing customer expectations for deliveries and commitments, and ensuring consistency of CDM and customer process/procedure.

The Airline IT Delivery Manager mobilizes the appropriate line organizations to ensure Amadeus deliveries are on time, on cost and in line with agreed customer requirements and contractual commitments. This position requires a high level of customer interaction and face to face meetings in the customer's premises.  As a key member of the extended account team this role will ensure the right level of service to customers.             

In this Role You’ll:

Vision & Strategy:

- Understand the Amadeus strategy and vision around the full scope of Airline IT solutions and apply it to Delivery Management
- Understand customer business, strategy, and challenges to ensure prioritization of deliveries in line with customer's needs and contractual commitments
- Assist Account Management in defining the Account Development Plan according to agreed timing and standards

Customer Management:

- Develop existing relationships with both Customer IT & Business Management teams at the appropriate functional & operational level to reinforce & sustain strategic partnership with customers.
- Project Manage with quality & consistency all Airline IT deliveries needed by the customer. This consists of but not limited to:
   a) Have good knowledge on contracted solution(s) and/or service(s) with the Customer and also ensure that Customer(s) understand  its full capability
   b) Obtain committed delivery timescales internally and communicate accordingly to Customer. Ensure that Customer and Amadeus plans are fully in sync 
  c) Provide regular dashboards (Customer, Internal) on deliverables, problems (PTR/IR), risks and issues; organize appropriate meetings to review these dashboards
   d) Manage Change Management process
   e) Facilitate production implementations
   f) Trigger billing as per contractual terms
- Act as a central point of escalation for all recovery, resolution and delivery matters which include severe Incident and Problem Management records 
- Contribute to the elaboration of an action plan to ensure a sustainable high level of customer satisfaction

Collaboration:

- Facilitate high degree of interaction and actively share account information with Extended Account Team, Product Management, Implementation and R&D
- Collaborate to knowledge creation, sharing and maintenance with commercial support teams (Portfolio Management, Sales Engineering, Legal, etc.)
- Identify, share and re-use functional Best Practices, experiences, and lessons learned within Airline IT (through forums, calls, communities, etc) 

Resources & Skills Development:

- Stay up-to-date with Product Roadmap, Portfolio expansion and Infrastructure evolution
- Adhere to standard Delivery Management processes, procedures, tools and techniques
- Participate in a continuous improvement process for measuring and improving  performance, satisfaction and skills (via targeted training) 

About the Ideal Candidate:

• Education: Bachelor's Degree in Business and/or equivalent work experience.

• At least 7 years airline experience

• At least 5 to 10 years in a comparable position managing IT customers

• At least 5 to 10 years in managing IT projects and/or implementations

• Experience in Customer Management and/or IT Project Management and/or Management and Implementation of Airline IT projects

• Strong airline industry

• Broad knowledge of Amadeus Solution offerings and/or equivalent competitor's products  

• Languages: Proficiency in English (written and spoken)

• High level of knowledge of IT products, specifically on Altea (RES, TKT, INV, DCS: functional and technical); e-commerce as well as cross-functional views

• Proficient in project management tools and methodologies

• Experience in managing, directing and motivating teams in a matrix organization

• Ability to travel as ne