Amadeus

Job Title: Engineering Manager Location: Bogota United States Full time Job Description: About the your business area/department: We are on the lookout for an Engineering Manager to lead the creation of our new development hub in Bogotá. Our aim is clear: to streamline and innovate Airport Management and Airline Disruption Solutions, making travel better for everyone, everywhere. Summary of the role: As part of our team, you will have the unique opportunity to build this hub from the ground up. We seek a visionary leader who shares our passion for the travel industry. You will play a critical role in shaping the future of travel by hiring a diverse team of professionals, including development engineers, product definition analysts, and quality engineers, providing them with the support they need to excel. Joining us means becoming part of a global diverse network of motivated engineers and experts who are dedicated to teamwork, innovation, and making a significant impact in the world. In this role: Common accountabilities: - Manages a team of Staff employees and has accountability for their performance and results. Sets performance objectives, conducts performance reviews and recommends pay actions. - Defines a vision for the team in line with the department strategy and operational challenges and translates it into a concrete action plan. Works with a high level of autonomy, with some guidance from Senior Manager. - Acts as a reference across multiple areas, anticipating solutions to complex problems. - Optimizes efficiency based on knowledge and experience with policies, procedures and business plans. - Accountable for the budget, performance and results of a medium-sized team or multiple teams of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members. - Has a mid/long-term vision of the activity and the business influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making. - Works with a high level of autonomy, based on management directions, escalating issues only when necessary. Accountability / Business acumen: - Define and share the technical/functional team roadmap and vision according to the department/division/company objectives - Report on team activities - Be accountable for the performance and results of a unit within own discipline or function - Develop plans and priorities to address resource and operational challenges - Suggest alternatives / improvements / new techniques in processes, flows, operational models and plans - Moderate budgetary impact on business - Decisions are guided by policies, procedures and business plan; receive guidance from senior manager Technical excellence: - Timely manage the investigation and resolution of production support issues and customer inquiries - Collaborate with other software development, architecture, solutions, and QA teams to ensure that software systems are designed for testability, stability, scalability, and performance. About the ideal candidate: We are searching for a builder at heart, committed to creating not just a team, but a community where innovation thrives, and individuals can grow. The ideal candidate will have exceptional communication skills, capable of bridging gaps across diverse teams and cultures with a knack for servant leadership. You will foster an environment where team members feel valued, supported, and empowered to make a difference. Your commitment will not only advance our technological goals but also nurture a culture valuing sustainability, inclusivity, and well-being. We expect our engineering managers to embody the spirit of exploration, collaboration, and meaningful contribution. You will lead by example, demonstrating your ability to dive into technical challenges, innovate solutions, and guide your team through complex issues with a hands-on approach. Your technical acumen and problem-solving skills will be key in empowering your team to overcome obstacles and achieve our mission. Technical environment: Programming languages: Java, C++, Angular, TypeScript. Technologies: JBoss, Spring, Maven, Apache ActiveMQ, Camel, and Kafka. Tools: Git, Bitbucket, Copilot, VS Code, IntelliJ or Eclipse. Database: Oracle and SQL language. Cloud: Kubernetes, OpenShift, and Microsoft Azure ecosystem. Practices: SAFe, CI/CD, DevOps, FinOps, Automated Testing (e.g., Robot Framework) What we can offer you: - Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. - Work hybrid at our Bogota office. - Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow. - Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Senior ServiceNow Administrator Location: Bogota United States Job Description: Job Title Senior ServiceNow Administrator All CVs must be submitted in English Summary of the role: We are seeking an experienced ServiceNow Administrator to configure and support ServiceNow ITSM, ITOM, and ITAM modules, optimizing workflows and processes to drive operational excellence and business value. This role is ideal for candidates passionate about process optimization, innovation, and delivering scalable solutions aligned with organizational goals. In this role you'll: - Collaborate with stakeholders to gather and translate business requirements into technical solutions. - Configure and support ITSM, ITOM, and ITAM modules, including Incident, Problem, and Change management workflows. - Implement and optimize SLAs, service request workflows, and self-service modules. - Set up dashboards, schedule reports, and customize analytics for better decision-making. - Maintain technical documentation and process workflows. - Collaborate with IT security teams to maintain compliance and secure configurations. About the ideal candidate: - 5+ years of experience with ServiceNow modules (ITSM, ITOM, ITAM) in large-scale environments. - Advance level scripting (java script, glideRecord, UI scripts) - Detail-oriented with excellent problem-solving and troubleshooting abilities. - Capable of working independently and in collaborative, fast-paced environments. - Fluent in English and Spanish - Configuration of ServiceNow modules, including ITSM, ITOM, and ITAM. - Expertise in CMDB, CI Service Mapping, and ITOM operations workspace. - Familiarity with cloud insights and ITSM site reliability operations. - Proficiency in setting up ServiceNow chat, dashboards, and license management configurations. - Understanding of ITIL frameworks and best practices. What we can offer you: - Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits. - Work hybrid at our Bogota office. - Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow. - Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe. Application process: The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today! Working at Amadeus, you will find: A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. Diversity & Inclusion Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 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.

• Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. • Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. • Adhere to ITIL-based service management best practices for assigned customers. • Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. • Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. • Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. • Develop and implement regular service reviews with customers. • Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. • Contribute to resource planning, budgeting, and policy definition based on business and customer needs. • Work with a high level of autonomy, based on management directions. • Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. • Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. • Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. • Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. • Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. • Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. • Continuously assess service risks and proactively manage or escalate as appropriate. • Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.

• Own a portfolio of enterprise customers across the US market • Lead onboarding coordination and ensure seamless transition from Sales to Customer Success • Develop and execute customer success plans aligned to client objectives and KPIs • Conduct regular business reviews (QBRs / EBRs) with executive stakeholders • Monitor health metrics, adoption trends, and usage data to proactively mitigate risk • Drive product adoption across traveler populations, travel managers, and administrators • Identify opportunities to optimize workflows, automation, AI capabilities, and integrations • Ensure customers realize time-to-value and ROI aligned to contractual objectives • Support change management initiatives during rollouts and program expansions • Promote best practices across booking, servicing, expense integration, and reporting • Drive renewal strategy in partnership with Account Executives • Identify and develop expansion opportunities including additional modules, markets, or services • Protect ARR through proactive engagement and executive alignment • Manage commercial risk signals and coordinate mitigation strategies internally • Partner with Sales to support upsell and cross-sell opportunities • Provide structured customer feedback to Product to influence roadmap priorities • Coordinate with Support and Professional Services to ensure timely issue resolution • Collaborate with TMC partners to ensure operational alignment • Act as customer advocate internally within Amadeus • Maintain deep understanding of the North American managed travel ecosystem • Stay current on corporate travel trends, compliance considerations, AI innovation, and distribution evolution • Represent Cytric at industry events and customer forums as needed

Title: Customer Service, Transition and Improvement Specialist Location: San Jose United States Job Description: Full time job requisition id R34071 Job Title Customer Service, Transition and Improvement Specialist We are seeking a Customer Support Service and Transition Specialist to design and deploy support models for new customer projects within the region. This role involves guiding customers, partners, and second-level support teams through the deployment process, ensuring smooth transitions and continual service improvement. This is a hybrid position and would require you to be in the San Jose office 50% of the time. Main Responsibilities Service Design and Deployment: - Design and implement support services for new Airport IT or Self Service customers, products, and services. - Ensure quality delivery and successful transfer to Operations following ITIL best practices. - Liaise with business owners, project managers, operations teams, and partners to ensure smooth implementation of new services. Continual Service Improvement: - Enhance processes, procedures, tools, and documentation to improve customer satisfaction and first contact resolution. - Review customer feedback and implement required service changes. - Manage internal improvement projects and coordinate with various teams for customer service improvements. Project Management: - Manage projects from kick-off to service transition and closure. - Ensure new services have a fully developed end-to-end support structure, including processes, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and monitoring. - Act as a gatekeeper to ensure effective transfer to Operations in compliance with the Service Readiness Process. About the Ideal Candidate - University degree in Computer Science or related field, or equivalent work experience. - Experience in Customer Service. - Project Management experience (certification is beneficial). - ITIL Foundations certified. - Experience in the airport or travel industry is a plus. - Detail-oriented, committed, and responsible. - Collaborative team spirit and openness to feedback. - Effective communication skills (verbal and written) in English. - Project Management, Communication, and Presentation skills. - Customer Focus and Relationship Building. - Cultural competence, Conflict Management, and Negotiation abilities. - Ability to work collaboratively to achieve team goals and build strong working relationships. Working at Amadeus, you will find - A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. - 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits. - A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. - A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. #LI-AM2024 Diversity & Inclusion Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  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.

Job Title Sales & Account ExecutiveThis role will manage travel agency relations for Retail NORAM customers (US and Canada). Within the Travel Sellers organization, the Sales & Account Executive is responsible for developing Amadeus’ success in the travel agency segment via GDS growth and IT revenue growth. The Retail segment covers a market of agencies producing from 60K up to 2M Air, Hotel, and Car GDS segments annually. The Account Manager will be responsible for managing commercial and executive relationships for 8-25 clients. In this role you’ll: - Develop existing accounts for the assigned small to medium customers, based on procedures defined. - Monitor satisfaction, identify new opportunities and propose solutions to improve customer profitability/efficiency. - Identify specific requirements and expectations for existing clients. Ensure that new products, product enhancements and overall solutions are developed and implemented within the agreed time frame. - Use existing procedures or guidelines and provide inputs to support/influence area decisions. - Make recommendations on new solutions and propose improvements by analyzing different sources of information.​ - Work with a moderate level of guidance and direction from manager. - Execute & process the operational requests received from key customers. Provide a best-in-class service delivery within set targets & contractual SLAs - Ensure that key customers make best use of Amadeus technology & that the established performance, productivity & service metric are achieved. - Ensure that key customers are informed in a timely manner of new product & solution releases - Provide assistance to resolve product & technical questions/ issues if raised to the Global Customer Services or Account Managers/Senior Account Managers - Support the business, functional & technical consultants to deliver key customer business processes & IT review and solution enhancement recommendations - Contract negotiations, execute amendments - Develop relationships within Account and Amadeus executive teams - Coordinate product information and demonstrations - Manage Acquisition Sales/Upsell/Cross sell About the ideal candidate: - Education: Bachelor’s degree and/or equivalent work experience - Relevant Work Experience: At least 10+ years minimum years of work experience in an Account Management role. - Customer-facing experience required. - Travel industry experience required. - Experience in travel industry, good analytical, contract negotiation experience required. - Advanced knowledge of Microsoft Office Suite - Languages: English - Ability to travel 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. Are you the one we are 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. Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at accommodations@amadeus.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

• Promote growth of Amadeus’ Seamless Travel, Airport Operations, and Border Control portfolio across North America. • Shape the regional commercial strategy, drive multi-year pipeline creation, and close high-impact opportunities. • Maintain a broad understanding of the North American travel ecosystem, regulatory environment, and competitive dynamics. • Execute operational leadership translating strategy into action plans and ensure disciplined execution across prospecting, qualification, and closing. • Operate independently within management direction; coordinate cross-functional pursuit teams. • Co-own the long-term commercial plan for key accounts, including sales forecasts and prioritization. • Identify, qualify, and develop new opportunities with senior and C-suite decision makers. • Lead discovery to define customer business outcomes and align Amadeus capabilities to measurable value. • Orchestrate RFP/RFI qualification, bid strategy, drive governance through gate decisions and lead negotiations to closure.

Job Title Senior Manager, Help Desk Purpose of the role At Amadeus Hospitality, we envision a 5-Star Operational Model aimed at delivering world-class service within the hospitality industry. Our key aspirations include enhancing customer satisfaction, improving service delivery, and achieving cost-effective operations to support anticipated growth. Position Summary: The Senior Manager, Level 1 Customer Support will be responsible for overseeing the day-to-day operations of the Asia Pacific Level 1 customer support team. This role is crucial in ensuring that customer inquiries and issues are resolved efficiently and effectively, contributing to the overall customer satisfaction and operational excellence of the organization. Purpose of the Role: The primary purpose of the Senior Manager, Level 1 Customer Support is to lead and manage the Level 1 customer support team, ensuring high-quality service delivery, adherence to service level agreements (SLAs),  operational KPIs, and continuous improvement in customer care processes. The role involves team management, process optimisation,  and collaboration with other departments to enhance customer support operations. Success in this role requires building strong collaboration with Hospitality managers, including Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.  A customer centric approach and problem solving positive attitude are also key. In this role you'll: Team Leadership: Lead and manage the Level 1 customer support team, providing guidance, support, and development opportunities to team members. Ensure team members are motivated and engaged to deliver high-quality service. Ensure that customer inquires and issues are resolved promptly and accurately, meeting or exceeding SLAs and performance metrics. Monitor and Analyse performance indicators such as resolution times and deflection rate Process Improvement: Identify areas for improvement in customer support processes and implement solutions to enhance efficiency and effectiveness. Continuously seek ways to optimize workflows and service delivery, in conjunction with the Customer Care Governance and Operations Team Collaboration: Work closely with other departments, including R&D, Product, and Technical Operations, to ensure seamless support for all products and services. Foster a collaborative environment to address customer issues effectively Customer Satisfaction: Monitor and analyze customer feedback and satisfaction metrics, implementing strategies to improve customer experience. Ensure high levels of customer satisfaction and loyalty. Reporting: Develop and maintain a portfolio of metrics to assess team performance and provide regular reports to senior management. Ensure transparency and accountability in reporting Budget Management: Manage the budget for the Level 1 customer support team, optimizing costs while maintaining high-quality service delivery - Talent Management: Recruit, onboard, develop and retain team members with the required skills and talent to perform optimally. Develop and execute plans to continually develop skills and retain staff through career pathing and personal growth Lead the Amadeus Hospitality function within the Manila office focusing on employee engagement, collaboration with other functional leaders and development of a team culture in the office. About the ideal candidate: A degree in business administration, operations management, engineering, IT or a related field.  MBA preferred. Significant experience (10+ years) in operations management, specifically in support and service functions Experience in qualifying, troubleshooting, and resolving technical problems Strong negotiation and arbitration skills Solid communication skills to articulate strategy, issues, actions, and solutions between Amadeus Hospitality and its customers Excellent problem-solving and resolution skills Project management skills with experience in organizing, prioritizing, and facilitating complex work plans Familiarity with Microsoft operating system environments and open-source platforms Experience working in a Hospitality technology field or industry is an advantage. Business Understanding •    Good understanding of industry drivers, uses financial indicators in decision-making processes. •    Manages the customer relationship ensuring quality services are provided. •    Continuously improving service delivery processes to enhance efficiency and effectiveness. •    Understands and transmits the need for change, supporting and motivating others to initiate Diversity & Inclusion Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 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.