Service Request Team Manager (Work Order Management)

Job Description:

Summary of the Role:

The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Airline Support Center (ASC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.

As a Manager of the Service Request team, you will be accountable for a team that handles functional and technical customers service requests.

The purpose of the Manager is to be responsible for the delivery of high standard service delivery of customer services globally. Main tasks include the supervision, coaching and mentoring of the customer service staff, internal and external communication specific to service transition and changes in service levels or customer information.

Main Responsibilities:

Operations Management

• Monitor the performance of the team against set targets and ensure service delivery standards are exceeded.
• Provide regular performance reports including analysis and actions points.
• Implement, manage and drive internal processes to ensure team adoption in maintaining and submitting knowledge/solutions to appropriate sources.
• Prepare and conduct regular team meetings and cooperate with other related departments.
• Create and maintain accessible departmental information, documentation and knowledge to ensure accuracy in line with company evolution.
• Ensure smooth service delivery and operational effectiveness of the Service Center.
• Implement services and processes in line with the Amadeus service strategy and secure achievement of set goals.
• Operate the business in a cost efficient manner, meet and exceed service levels and customer expectations.
• Take responsibility for Airline Support Centre in scope, contact volume steering and forecast, appropriate staffing and resource planning
• Develop and maintain effective working relationships within and across departmental teams’ and peer groups.

Resources Management

• Assist, guide and train subordinate personnel in their assigned functions.
• Conduct goal setting process with employees and implement plans to achieve resulting goals.
• Identify training needs in order to increase the productivity of the team members. - Adhere to Performance Development Review (PDR) process and conduct annual performance appraisals for team Coach, mentor individuals and proactively streamline departmental processes and procedures to ensure that the team
• Exceed internal and external performance targets and expectations. - - Ensure administrative HR tasks, including management of the recruitment process and day to day resourcing, are completed and performed in due time.
• Provide input to annual budget review.

Further Responsibilities

• Provide coaching and consulting services regarding system functionality, system status, business process mapping, procedures, installations, host definitions, error messages and general service enquiries.
• Provide out-of-hours support for other departments and be part of on-call rosters when needed.
• Activate on-call for escalation of important issues out of normal working hours.
• Follow up with escalation groups for obtaining assistance if problems occur that lie beyond the scope of the own team. - - Notify internal and external customers on all problems having severe impact.
• Ensure post-mortem analyses of major support failures are performed and corrective actions completed

About the Ideal Candidate

• Univerity degree or equivalent, undergraduate degree preferred
• Previous experience in the industry in a leadership role, preferably 5 years’ experience in a leadership -position in IT services and support.
• Minimum 5 years’ experience in Service Management with expert level in Amadeus functionality.
• Excellent understanding of the Travel, IT and Airline business and operations.
• In-depth knowledge and experience with MS Suit such as Word, Excel and PowerPoint - Ability to lead changes by participating to requirements definition
• Advanced IT skills, including PCs, operating systems, protocols, networks and components, servers, databases are a plus
• Ability to work calmly and efficiently under pressure to meet multiple deadlines - Good understanding of Amadeus processes and organization
• Proven ability to cooperate with colleagues and work in a team
• Advanced presentation skills
• Excellent service attitude and leadership skills
• Excellent written and verbal communication skills required
• Excellent team player and also must have the ability to work on own initiative where required
• Excellent problem solving skills and the ability to coordinate activity both within its own team as well as amongst various teams.
• Excellent interpersonal skills and must be able to identify when a team member needs help or additional coaching/ training.