Service Delivery Specialist
Listed on 2026-08-06
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support, IT Consultant
Role Overview
The Service Delivery Specialist is a customer advocate who empowers the voice of the customer for technology, operational, and security matters within Amadeus. They partner with airline customers to keep business services under continuous execution in a resilient, reliable, scalable, and secured production environment. The role focuses on Operational Excellence, Customer Relationship, and Customer Advocacy to increase Customer Satisfaction and Loyalty.
WhatYou Will Do
The Service Delivery Specialist will lead coordination with customers to identify and recommend opportunities to improve operational processes and training to ensure service excellence. They will create and own operational slides, define and report Service Level Performance metrics, and contribute to service credit calculation processes.
Why It Might Be a FitThe ideal candidate will have a customer advocacy mindset, strong relationship-building capabilities, and excellent communication and presentation skills. They will have experience managing SLAs, incident escalation, and major incident communications, and exposure to airline industry operations or other mission-critical environments.
Requirements- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline
- 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
- ITSM platforms (e.g., Service Now)
- Reporting and analytics tools (Excel, Power BI)
- Collaboration tools (Microsoft 365 suite)
- Competitive remuneration
- Individual and company annual bonus
- Vacation and holiday paid time off
- Health insurances
- Hybrid working model
- Professional development
- On-line learning hubs packed with technical and soft skills training
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).