At a Glance
- Tasks: Manage IT service delivery and ensure top-notch performance at London Heathrow.
- Company: Join Amadeus, a leader in airport operations with a focus on innovation.
- Benefits: Enjoy a hybrid work model, competitive pay, and a supportive team environment.
- Other info: Diversity and inclusion are at our core; we welcome all backgrounds.
- Why this job: Make a real impact in the fast-paced world of airport technology.
- Qualifications: Experience in IT service management and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
This is a fixed-term contract, up to 12 months maximum, to cover a maternity leave. Start date as soon as possible. This is a hybrid role based out of our office at London Heathrow Airport.
Amadeus Airports Operations (AirOps) delivers solutions to leaders across the airport ecosystem—including airports, airlines, ground handlers, border control, and more.
Key Responsibilities- Own and manage end-to-end delivery of agreed IT services, ensuring consistent performance against SLAs and 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.
- Must be able to pass a government security clearance check, which requires being a resident 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.
- Proficiency in English, both spoken and written.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity 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, and as 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.
Service Delivery Manager - London Heathrow (Fixed-Term Contract) in Reading employer: 1229 Vision-Box Systems Ltd
Amadeus is an exceptional employer, offering a dynamic work environment at London Heathrow Airport where innovation meets collaboration. With a strong commitment to diversity and inclusion, employees are empowered to grow through continuous learning opportunities and meaningful contributions to the airport ecosystem. The hybrid role allows for flexibility while being part of a team that champions service excellence and operational performance, making it a rewarding place to advance your career.
Contact Details:
1229 Vision-Box Systems Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager - London Heathrow (Fixed-Term Contract) in Reading
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Amadeus or similar companies. A friendly chat can sometimes lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for the interview by researching common questions for Service Delivery Managers. We recommend practising your answers with a friend or in front of a mirror to boost your confidence and ensure you hit all the key points.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples from your past experiences where you’ve successfully managed incidents or improved service delivery. This will demonstrate your capability to handle the role effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Amadeus.
We think you need these skills to ace Service Delivery Manager - London Heathrow (Fixed-Term Contract) in Reading
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in IT service delivery and management. We want to see how your skills align with the key responsibilities listed in the job description.
Showcase Your Achievements:Don’t just list your duties; share specific examples of how you’ve improved service performance or resolved issues in past roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our official website. This helps us keep track of all applications and ensures you’re considered for the role!
How to prepare for a job interview at 1229 Vision-Box Systems Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes, especially incident and problem management. Be ready to discuss how you've applied these in past roles, as this will show your understanding of service delivery and operational performance.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've managed relationships with stakeholders in previous positions. Highlight your communication skills and how you've tailored messages for both technical and non-technical audiences. This is crucial for the role!
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your analytical and problem-solving abilities. Think about past incidents you've managed and how you drove root-cause analysis and preventative actions. Use the STAR method to structure your answers.
✨Demonstrate Continuous Improvement Mindset
Come prepared to discuss any initiatives you've led or been part of that focused on continual service improvement. Whether it's process optimisation or enhancing customer experience, showing your proactive approach will impress the interviewers.
