Service Management Senior Specialist

Job Title

Service Management Senior Specialist

IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation.

Theywill be accountable for service performance, customer experience, operational governance, supplier management and support professionals. This is a hands-on role, combining operational discipline and stakeholder engagement.

• Own and manage end-to-end delivery of agreed IT services, ensuring consistent performance against SLAsand business expectations.
• Lead incident, request, and problem management practices; drive root-cause analysis and preventative actions to reduce repeat issues.
• Own service reporting and operational dashboards; communicate performance, risks, and improvement actions to stakeholders.
• Run regular service reviews with key business areas and internal technical teams; translate needs into actionable backlog and priorities.
• Coordinate change and release activity with relevant teams to minimise disruption and improve service stability.
• Develop and maintain service documentation, runbooks, support models, and knowledge articles.
• Champion continual service improvement (CSI) initiatives, including process optimisation, automation, and customer experience improvements.
• Ensure services are delivered in line with security, compliance, and governance requirements.

• Build strong relationships with business stakeholders, act as a trusted point of contact for service performance, prioritisation, and issue resolution.
• Manage third-party services partners, including service reviews, escalations, contract/SLA adherence, and improvement plans.
• Own and maintain an effective escalation path and communications approach for major incidents and service-impacting events.
• Support budgeting, forecasting, and cost management for the services within scope.

• Eligible for security clearance for airport access, which requires physical presence in the UK for 5 continuous years.

• Proven experience in IT service delivery/service management roles, with accountability for operational performance and customer outcomes.

• Strong working knowledge of ITIL processes (incident, problem, change, request fulfilment, knowledge, and service reporting).

• Experience producing and presenting service performance reporting, KPIs, and improvement roadmaps.

• Excellent stakeholder management and communication skills, able to tailor messages from technical to non-technical audiences.

• Supplier/vendor management experience, including handling escalations and driving service improvements.

• Strong analytical and problem-solving capability, with a focus on root cause and continuous improvement.

• Comfortable working in a fast-paced environment with competing priorities and high service expectations.

• Fluent in English, both spoken and written.

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,…