Service Delivery and Support Specialist at Amadeus

Job Description:

Summary of the role

Manage day-to-day activities of business IT service delivery and support to Amadeus staff, including service request, incident and change management, performance management, continual service improvement and customer satisfaction. Ensure the highest level of operational service delivery. Manage the technical infrastructure and its operation for internal IT and for customer IT . Ensure the security compliancy of the IT infrastructure.

You will also lead or contribute to projects at local and regional level, also to Services changes and performances evolution, functional processes adaptation to global support model application. Geographical scope: The scope is the local side and support of additional 1-10 sites. The scope can be changed / enhanced by request."

In this role you’ll / Your main responsibilities

• Responsible for delivery of IT services and support to resolve issues efficiently and help contribute to continuous improvement IT service desk improvements
• Collaborate with your global peers, local IT and partner teams, and build strong relationships with your operations customers.
• Lead and participate in Support and troubleshooting incidents, problems and root cause analysis
• Participate in a global team for enhancing system performance, monitoring and providing agreed upon SLA
• Responsible to grow team, services, build mechanisms to drive process improvements, and meet challenging SLAs and KPIs.
• Coach, mentor and provide guidance to a diverse team of IT Outsourced engineers
• Create goals and complete performance reviews for the IT Servicedesk team.
• Create and share daily, weekly, and monthly reports to track the metrics with the leadership team.
• Keep a record of daily operations and metrics like SLA, KPI etc.
• Handle escalations and ensure to put in corrective actions.
• Review and update of Standard Operating Procedure (SOP) on a timely basis.
• Establish best practices through the entire technical support process.
• Observe service desk operation techniques to determine their effectiveness and implement new techniques when old ones are ineffective.
• Coordinate with vendors as needed.
• Learn, follow, and enhance Service Desk policies and procedures.
• Become familiar with other internal departments, their systems, applications, and service needs.
• Review and test new applications, printers, software etc., and provide feedback.
• Identify the technical challenges of the team and arrange timely training.
• Propose Service Improvement Plans for the company and work on implementing them.
• Maintain excellent communication with all end-users and other members of the technology department.
• Accountable for owning and driving the Major Incident Management Process for all critical Colleague and Customer incidents to restore critical services as quickly as possible with minimal business disruption.
• Plan, monitor, and record hardware assets and/or software licenses to make sure they complied with vendor contracts in different software tools.
• Ensure effective management of the CMDB and that the content contained is accurate.
• Troubleshooting Experience in OS (windows /ios) repair, upgrade, and installation.

Budget planning and control:

• Support the yearly budget planning exercise
• Accountable for the local asset management and support the life cycle planning of assets
• Justify any expenses and contribute on cost saving improvements
• Manage procurement process for the site

Global Operations:

• SLA Management: Have a good understanding of defined SLA targets; Manage & report on supplier performance
• Change Management: Drive the adoption of CM; Report change violations; Take responsibility for changes within your area of responsibility
• Knowledge Management team redocumenting Errors, Faults & Workarounds; Make sure KM team is updated on Service usage, Service outage, Service delivery constraints; Ensure team is fully trained on KM tools; Promote the usage of IM tools
• Problem Management: Aid where possible during the problem & incident assessment process
• Incident Management: Aid IM team in the restoration of services as quickly as possible; Ensure best possible levels of service quality and availability
• Security, risk and compliancy: Govern the implementation of security policies, do IT security risk assessments, and drive security risk mitigation measures.

Business partnership for the internal clients:

• Business Alignment with internal customer of IT - marketing and optimal information management
• Ensure and information of defined services and processes
• Escalation management and continuous process improvement
• Provide End-user training and tools adoption campaigns Support local business needs "

About the ideal candidate:

• Education: Computer science with a Bachelor’s degree is preferred. Technical background ideally within Managed Services and IT outsourcing industry.
• Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything he will do. - Minimum of 3-5 years in analysis and troubleshooting of workstation equipment, Windows operating systems, LAN technologies, Microsoft Active Directory management and administration. Excellent communication skills with non-technical personnel. Ideally experiences in collaboration with an outsourced It provider.
• Good team player, highly motivated self-starter, good relationship builder with strong diplomacy skills, Excellent communication skills with non-technical personnel.- - Generalistic knowledge of state of the art technical office environment and service provisioning.
• This position will be part of a hybrid work schedule.
• The role will include 20% travel. Skills:
  Computing, Strong knowledge of MS Office Suite, PowerPoint

**Languages: English **

What we can offer you:

• The opportunity to work for one of the world’s top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspective
• Skills development and opportunities to try new ideas
• A global diverse work environment

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV and apply. Once we’ve received your application, we’ll screen your profile and one of our recruiters will get in touch with you to arrange a telephone interview.

Are you the one we’re looking for? Apply now!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.