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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.

Amadeus is part of everything it takes to bring travel to life.

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.

Amadeus is at the heart of the global travel industry.

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.

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.

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.

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