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Service Delivery & Support Manager

You are leader, who is able to actively inspire, mentor and motivate those around you. You are a natural seeker of collaboration. You are influential and can communicate with diplomacy and tact. If this sounds like you, read on!

Amadeus is part of everything it takes to bring travel to life. We provide the technology that keeps the travel sector moving – from initial search to making a booking, from pricing to ticketing, from managing reservations to check-in and departure processes.

Our people are driven by a passion for ‘Where next?’ and our ambition is to improve the travel experience of hundreds of millions of people every day. At Amadeus, you can take pride and responsibility in your work, facilitating the entire travel journey from door to door. Amadeus does this by joining up key players in the travel industry: travel agencies, corporations, airlines, airports, hotels, railways and more. We give those companies the tools to serve travellers better and to manage their own business more effectively.

Amadeus is at the heart of the global travel industry. Our people, our technology and our innovation are dedicated to working with our customers and partners to shape the future of travel.

Job description

At Amadeus you will manage day-to-day activities of business IT service delivery and support to Amadeus staff, including service request, incident and change management, performance management, continual service improvement and customer satisfaction. Ensure the highest level of operational service delivery. Manage the technical infrastructure and its operation. Ensure the security compliancy of the IT infrastructure.

Main responsibilities

Supplier’s management: manages the delivery of contracted services, monitoring and coordinating the suppliers involved, ensuring supplier meets agreed service levels

Operations performance management: manages daily monitoring of the services’ trends performances ensuring effective accurate data collection (process and technical metrics), driving results to meet the targets vs SLA’s and KPI’s set and discuss the reports with various stakeholders, internal or with partners

Operational issues management: in case of any failure in the service delivery, he/she is the overall responsible for technical incidents resolution completion, ensuring immediate report of high impact incidents to the business/Service Owner/ Managers. He/She can be informed and may need to ensure effective change performed on site (technical, process) if driven by Problem management decision.

Standard offering requests management: is responsible for operating any new standard service requests processing (services included in the Service Catalogue and agreed upon in the Service Level Agreement with business partners)


• M. Sc. Degree in Computer Science or equivalent education, or a similar work experience
• Technical background ideally within Managed Services and IT outsourcing industry
• Relevant work experience in Service Delivery und support, ideally in collaboration with an outsourced It provider.
• Good team player Highly motivated self-starter Good relationship builder with strong diplomacy skills
• Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything he/she will do

For more information, please contact K2 Search AB. Julian Firpo, phone 076-545 40 20 or Petter Pålsson, phone +46 73 521 65 55. Your application will be handled with strict confidentiality. Submit your application as soon as possible at www.k2search.se