Amadeus is hiring a Service Delivery Manager

At Amadeus, we power the future of travel. We are looking for a Service Delivery Manager to serve as the primary advocate for our airline customers. In this role, you will empower the customer's voice on technology, operational, and security matters to ensure their business services run in a resilient, reliable, scalable, and secure environment.

What You'll Do

• Partner with airline customers to keep business services under continuous execution in a resilient, reliable, scalable, and secured production environment.
• Focus on Operational Excellence, Customer Relationship and Customer Advocacy to increase Customer Satisfaction and Loyalty.
• Ensure system stability and performance are maintained above the committed service level and review performance with customers regularly.
• Build strong customer relationships through continuous engagement and governance, addressing customer pain-points and providing regular updates.
• Act as the focal point for improving Operational Performance (QoS) and customer POC for operational topics: Stability, Security, Cloud Migration, Other Migrations & Upgrades.
• Lead coordination with customers to identify & recommend opportunities to improve operational processes & training.
• Create and own Operational slides for Steering Committee and Scorecard reviews.
• Serve as the focal point for defining, measuring and reporting Service Level Performance metrics monthly.
• Be a key contributor to service credit calculation process and referral point for SLA definition during contract drafting.
• Lead monthly, quarterly, and yearly operational reviews on technology evolution, stability, security and process improvements.
• Monitor and work closely with support and maintenance teams to minimize risk of breaches.
• Produce and maintain Customer Service Plan (CSP) and contribute content on support & escalation processes.
• Respond to escalations and collaborate in managing communications for major incidents, including after-hours on-call rotation.
• Provide guidance and a managerial escalation point for incident and escalation processes.
• Serve as POC for customers and the Extended Account Team for concerns with the Case Management Process.
• Lead coordination with customers for technical upgrade/migration projects and security compliance efforts.
• Act as the entry point for security and data breach topics.
• Be a key contributor to yearly maintenance window planning and represent the customer in Change Management meetings.
• Lead coordination for traffic increases due to sales campaigns or special events.

What We're Looking For

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline or equivalent experience.
• Full professional proficiency in English (spoken, written, and reading).
• 5+ years in IT Service Management, Service Delivery, or Customer Success roles.
• Experience managing SLAs, incident escalation, and major incident communications.
• Exposure to airline industry operations or other mission-critical environments.
• Hands-on involvement in cloud migration, technical upgrades, and security compliance projects.
• Strong knowledge of ITIL framework and service management best practices.
• Familiarity with change management, maintenance planning, and operational governance.
• Understanding of aviation technology standards and customer service plans.
• Technologies and tools proficiency: ITSM platforms (e.g., ServiceNow), Reporting and analytics tools (Excel, Power BI), Collaboration tools (Microsoft 365 suite).
• Customer advocacy mindset with strong relationship-building capabilities.
• Excellent communication and presentation skills.
• Analytical and problem-solving skills.
• Ability to lead cross-functional coordination under pressure.
• Strong organizational and planning skills.

Technical Stack

• ITSM platforms (e.g., ServiceNow)
• Reporting and analytics tools (Excel, Power BI)
• Collaboration tools (Microsoft 365 suite)

Team & Environment

The SDM works hand-in-hand with the Account Manager and is an integral member of Central Delivery Services and Extended Account Teams.

Benefits & Compensation

• Competitive remuneration
• Individual and company annual bonus
• Vacation and holiday paid time off
• Health insurances
• Other competitive benefits
• Hybrid working model
• Professional development with on-line learning hubs
• Diverse and inclusive workplace

Work Mode

This is a hybrid position based in Bogota, Colombia.

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.