Service Delivery Manager

The 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: Toronto

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!
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