At a Glance
- Tasks: Lead IT service delivery, manage incidents, and drive continuous improvement initiatives.
- Company: Join Amadeus, a leader in tech solutions for the airport ecosystem.
- Benefits: Hybrid work model, competitive salary, and a focus on diversity and inclusion.
- Other info: Opportunity to grow in a dynamic team with excellent career prospects.
- Why this job: Make a real impact in a fast-paced environment while enhancing customer experiences.
- Qualifications: Experience in IT service management and strong communication skills required.
The predicted salary is between 55000 - 65000 £ per year.
This is a fixed-term contract, up to 12 months maximum, to cover a maternity leave. Start of contract: September 2026. 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.
About Our Ideal Candidate
- 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.
IT Service Delivery Lead — Hybrid, 12-Month FTC in London employer: Amadeus
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 thrive and grow through continuous learning opportunities and a culture that values every voice. The hybrid role of IT Service Delivery Lead not only provides a chance to make a significant impact on service delivery but also fosters strong relationships with stakeholders, ensuring a rewarding and meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Lead — Hybrid, 12-Month FTC in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to IT service delivery. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific projects where you improved service delivery or resolved major incidents. This will help you stand out as a candidate who can deliver results.
✨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, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Service Delivery Lead — Hybrid, 12-Month FTC in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT service delivery and any relevant ITIL processes you've worked with. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've managed service delivery and improved customer outcomes in the past. Let us know why you’re excited about this opportunity!
Showcase Your Communication Skills:Since you'll be dealing with various stakeholders, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and don’t shy away from showing how you can tailor messages for different audiences.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates. Plus, it’s super easy to do!
How to prepare for a job interview at Amadeus
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL processes, especially incident, problem, and change 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 by explaining how you’ve tailored messages for both technical and non-technical audiences. This will demonstrate your ability to be a trusted point of contact.
✨Be Ready for Problem-Solving Scenarios
Expect to tackle some hypothetical scenarios during the interview. Think about how you would approach root-cause analysis and continuous improvement initiatives. Show them your analytical mindset and how you can drive service improvements.
✨Understand the Business Context
Research Amadeus and its role in the airport ecosystem. Familiarise yourself with their services and challenges. This knowledge will help you align your answers with their business needs and demonstrate your genuine interest in the role.
