Service Delivery Specialist - Fixed-Term Contract in London

**Job Title**Service Delivery Specialist - Fixed-Term Contract **This is a fixed-term contract, up to 12 months maximum, to cover a maternity leave. Start of contract: immediately.** **This is a hybrid role based out of our office next to 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.
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