Service Delivery & Support Senior Specialist

Job Title

Service Delivery & Support Senior Specialist

Summary

The Service Delivery team plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. 
The key responsibility of the Service Delivery team is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Key responsibilities

Works reporting directly to Service Delivery Manager and it’s responsible for working with External Service Delivery provider to facilitate service delivery.

Responsible for communicating service results and managing stakeholders’ expectations within Amadeus.

Especially this position will be in charge of managing Amadeus Service Delivery specific activities such as:

• Site IT operations management:
  • Coordination of site activities, assets lifecycle, providers relationship and acting as key point of contact for the local business stakeholders.
  • Coordinate service delivery teams to provide best in breed end to end services on workplace, network and infrastructure services.
• Request, Incident and Problem Management
• Service Level Management monitoring to ensure availability, performance and reliability of the systems under scope.
• Change & Knowledge Management activities. Enable and foster changes coordination, act and support lessons learn along knowledge sharing.
• Quality Management: Contribute to the establishment and use of best practices in IT services change management. Be a key driver bringing customer facing attitude and help drive the change ensure all Service Level Agreements are met with expected high quality.
• IT Service Continuity and Service Strategy. To support the Service Delivery Manager in ensuring business continuity for the Iberia region.
• Projects and programs onsite delivery.
  • Contribute to onsite assessment, coordinate and execute the delivery of projects, epics and OKR inclusive of third partners when required.
  • Operational readiness for Go-Live.
  • Change and communication coordination to local business.
• Supplier’s management and procurement.
  • Stock management.
  • Vendor research and selection.
  • Contract management.
  • Purchase orders end-to-end management.

• Continuous improvement. Proactively identifying opportunities for improving the performance of this stage of a service lifecycle and assists process owners with these improvements’ implementation. Standards framework and service roadmap assurance.
• Communication to Service Delivery Manager and DTS management with efficiency and accuracy in all the service delivery activities by reporting any progress/delay or escalation.

The ideal candidate

• Communication Advanced, English/Fluent.
• ITIL and Agile methodologies. Governance models.
• Relationship between application design, data, and infrastructure environment.
• IT Infrastructure architecture and capability planning.
• Large-scale enterprise infrastructure system development and integration.
• Networking, storage, servers and applications.
• Cloud services (infrastructure as a service, platform as a service, device as a service).
• Vendor Management and IT procurement.
• Business continuity and disaster recovery.
• 5 years in a multinational company, in supporting process service delivery department in a service delivery company (experience in IT outsourcing, IT operations management and reporting).

What we can 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.
• 🤗 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.
• 🌟 A flexible working model - We want our employees to do their be