Service Management Senior Specialist

IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation. They will be accountable for service performance, customer experience, operational governance, supplier management and support professionals. This is a hands-on role, combining operational discipline and stakeholder engagement.

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.

Stakeholder & supplier management

• 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

• Eligible for security clearance for airport access, which requires physical presence 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.
• Fluent in English, both spoken and written.

What we can offer you

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• 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.
• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• 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.

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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.

Summary

Location: London Heathrow
Type: Full time