Service Delivery Specialist
il y a 6 jours
We are seeking a highly skilled Service Delivery Specialist to join our team at Amadeus. As a key member of our operations team, you will be responsible for overseeing the delivery of our IT services, ensuring seamless day-to-day operations, and driving continuous improvement.
Key Responsibilities- Operational Run Management
- Ensure business continuity for all services within your scope.
- Coordinate a team to support incident resolution, problem management, and effective application of global standard processes.
- Propose and implement effective actions to meet targets (SLA, KPI, and other metric agreements).
- Manage standard service requests processing included in the Service Catalogue and agreed upon in the Service Level Agreement.
- Decide to take charge and manage exceptions depending on sourcing, financials, and timelines requirements.
- Operations Performance Management
- Coordinate your team in operational activities to be performed according to the governance model implemented.
- Collect and monitor data and metrics, and report on ongoing operational performances.
- Deliver on excellence of the service at top level whenever possible.
- Challenge and support any deviations observed, and drive management escalations if necessary.
- Accountable for the resolution of any issue and ensure effective long-term stability of the quality of service provided.
- Operate and Support Processes Continuous Improvement
- Identify opportunities for improving the performance of this stage of a service lifecycle.
- Assist process owners with the implementation of these improvements.
- Ensure coordination with all key stakeholders within DTS that will execute are aligned and involved when necessary.
- Commit to strong reliability of the assets inventories' accuracy, ensuring correct lifecycle management end-to-end.
- Drive and manage any partner executing on outsourced services, monitoring productivity efficiency and enhancements' implementation.
- Local Vendor Management
- Ensure that the delivery of any contracted services is met as per performances, measurements signed off within the Enterprise contract.
- Monitor and coordinate any suppliers involved to meet all agreed service levels.
- Follow and assess local vendors if global contracts do not cover end-to-end services.
- Connect and work with procurement and contract management to meet full compliance on security matters, protecting Amadeus company.
We are looking for a highly skilled and experienced professional with a strong background in IT operations and support. You should have a solid understanding of IT service management, business continuity, and vendor management.
- Master's degree in computer science, information systems, business administration, or another related field.
- Well-built head to manage day-to-day operations, support role, and monitor progress. Ownership.
- Minimum 2 years' experience in large IT providing operations and support.
- Technical background within Managed Services or IT outsourcing industry or vendor management.
- Good team player.
- Good relationship builder with strong diplomacy skills.
- Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the center of everything you do.
- Bilingual French/English.
- Competitive remuneration, individual and company bonus, and many benefits.
- Flexible teleworking from 1 to 3 days per week.
- Home office set-up premium and monthly allowance.
- 6 weeks holiday, plus pension contribution and healthcare insurance.
- Experience in an environment with unique complexity and a hardly matched criticality among the leading tech companies.
- Professional development in a truly international and multisite environment with a great mix of people.
- A wide set of trainings available to broaden your knowledge and enhance your soft skills.
- Enter a diverse and inclusive workplace.
- Enjoy your office life: coffee hubs to work or relax, quiet zone, flexible desks, and agile areas, on-site restaurants, tennis, soccer, yoga, dance, on-site sport center, and classes, and on-site concierge services.
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