Sr. Manager IBS Service Delivery & Support

Overview

Job Title Sr. Manager IBS Service Delivery & Support

Summary of the Role

You’ll promote operational excellence and service performance for critical business applications supported by BSS. You’ll coordinate support teams, vendors, and stakeholders to deliver reliable, user-focused outcomes while fostering automation and continuous improvement.

In This Role You’ll / Your Main Responsibilities

Promote service delivery governance, Service Level Agreement (SLA) compliance, and automation adoption across supported applications.

Coordinate readiness activities for new services and upgrades, ensuring documentation and knowledge bases are maintained for support teams.

Monitor and report on SLAs, Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs), and facilitate service reviews.

Collaborate with internal teams and vendors to resolve incidents, implement automation solutions, and improve service performance.

Develop effective relationships with stakeholders and vendors, manage budgets, and support staffing aligned with strategic goals.

Qualifications

Bachelor’s degree in Information Systems Management, Computer Science, or related field; equivalent experience or certifications are welcome.

Experience in service delivery, technical support, or operations for business-critical applications (e.g., Customer Relationship Management (CRM), call center, billing).

Familiarity with Information Technology Infrastructure Library (ITIL) processes including Incident, Problem, Change, and Knowledge Management.

Experience in identifying automation opportunities and collaborating with technical teams to implement solutions.

Effective leadership, stakeholder engagement, and communication skills, with the ability to interpret data and use insights to guide improvements.

What we can offer you

• ? A critical mission and purpose - At Amadeus, you will power the future of travel with 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, from on-the-job training to formal activities, and daily interactions.
• ? A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• ? A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• ? A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• ? A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, andas a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

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