Service Delivery Manager, UK Airport Operations

Amadeus Airports Operations (AirOps) delivers solutions to leaders across the airport ecosystem—including airports, airlines, ground handlers, border control, and more.

• Work with the lead to manage the budget, performance and results of a team of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members.
• Be accountable for managing the delivery of contracted services such as maintenance as well as information technology to customers.
• Serve as the primary point of contact to the internal and external client(s) regarding overall and day-to-day service delivery.
• Ensure SLA's (service level agreements) and KPI's (key performance indicators) as defined in the relevant contracts are met or exceeded.
• Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget.
• Build and maintain strong client relationships and participates in client meetings regarding performance to ensure client satisfaction.
• Ensure that operational teams and subcontractors maintain a clear understanding of the client's needs and provides day-to-day client advice and support.
• Promote the organization's capabilities and works to achieve contract extension or to win additional business within the account(s).
• Promote S&M contract renews and expand the services offer in the current customer base.

What we are looking for

• Must be able to pass a government security clearance check, which requires being a resident in the UK for 5+ years.
• ITIL experience (Certification is preferential).
• Proficiency in English, spoken and written.
• Skilled in financial management, to administer budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service as well as to provide financial performance reports.
• Excellent communication skills to bridge the gap between technical and non-technical stakeholders.
• Must be able to commute to London Heathrow and Croydon.

What we can offer you

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 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 flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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, 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.