Job Title Service Delivery Manager - West CoastThe Service Delivery Manager is a senior role responsible for the end-to-end delivery, governance, and continuous improvement of Support and Maintenance services for complex Airport, Border Control, and/or Seaport customers within the Air Operations Service Delivery Management organization across the Americas region. This role ensures service performance aligns with contractual obligations, operational standards, and customer expectations, with a strong focus on service quality, reliability, and risk management in mission-critical environments. Acting as a key liaison between customers and internal delivery teams, the Service Delivery Manager collaborates closely with Sales, Pre-Sales, Field Services, and Support organizations to align service capabilities, drive effective service governance, and ensure seamless post–go-live operations. The ideal candidate brings deep service delivery management expertise, ITIL certification, and the ability to lead cross-functional teams and stakeholders in a complex, high-availability operational landscape. In his role You'll: - Customer Delight: Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. - Service Delivery Performance: Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. - Service Management Framework: Adhere to ITIL-based service management best practices for assigned customers. - Financial Accountability: Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. - Reporting: Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. - Escalation Management: Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. - Governance and Service Reviews: Develop and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. - Policy and Strategy Influence: 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. May contribute to planning of resources and budget. - Direct Account Management: Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. - Sales Support: Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. - Scope Management: Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. - Operational Reviews: Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. - Growth Enablement: Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. - Portfolio Alignment: Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. - Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate. - Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for all delivered services. About the ideal candidate: - Bachelor’s degree in business, IT, Engineering, or related field and/or equivalent work experience - ITIL Certification preferred - 10+ years of experience in Service Delivery Management for post go-live solutions, preferably in complex, multi-country IT or airport/aviation environments. - Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements - Experience in managing and negotiating with external customers and internal stakeholders at managerial levels. - Previous experience working with airports, border control, managing support and maintenance of the (airline, airport, border control, seaports, etc.…) contracts - Previous experience in providing support on the post go live side - Relevant financial management skills, including budget and financial reporting. - Excellent communication, interpersonal, and customer relationship skills. - Ability to operate with high autonomy, exercise sound judgment, and handle complex decision-making processes. - Strategic thinker with the ability to translate vision into actionable goals. - Fluent in English (Written and spoken) - Willingness to travel as needed in support of the role (generally up to 30%, depending on business needs). - Location: Remote West Coast US - This role can be located in the West Coast time zone region. If located near an Amadeus office the role will be hybrid, if the role is located in a location that is not near Amadeus office the role can be remote. 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 flexible working model - We want our employees to do their best work, wherever and however it works best for them. 🌈 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. Application process: The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today! 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.