Service Delivery Manager – London Heathrow (12‑Month Hybrid)

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.

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 acting 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.