Service Delivery Specialist

il y a 4 semaines

Nice, Provence-Alpes-Côte d'Azur, France Amadeus Temps plein

Job Title

Amadeus is seeking a highly skilled Service Delivery Specialist to join our team. As a key member of our Service Delivery & Support France department, you will be responsible for overseeing the company's telecommunications expenses, managing videoconferencing systems, and providing support for data center operations and workplace services IT needs.

This includes auditing current vendors expenses, identifying billing discrepancies, negotiating contracts with vendors, and ensuring compliance with Digital Workplace Services defined policies. You will also ensure day-to-day operations coordination, implementation of new services, and smooth event management for our business partners.

Main Responsibilities

Operational Run Management

  • Responsible and accountable for the Business Continuity of all services within your respective scope.
  • Coordinate a team in charge of supporting incidents resolution, problem management, effective application of global standard processes, engaging appropriate communication with Business Partners, Service Owners, and VIPs.
  • Propose, decide, and coordinate with corporate management on effective actions to meet all targets (SLA, KPI, any other metric agreement).
  • Responsible for managing the standard service requests processing included in the Service Catalogue and agreed upon in the Service Level Agreement.
  • Decide to take in charge and manage exceptions depending on sourcing, financials, and timelines requirements.

Operations Performance Management

  • Coordinate your team in operational activities to be performed accordingly to the governance model implemented, including collection of appropriate data and metrics, monitoring, and reporting of ongoing operational performances.
  • Objective is to deliver on Excellence of the Service at top level whenever possible.
  • Challenge and support if any deviation observed, possibly driving into a management escalation to be started.
  • Accountable of the resolution of any issue and has to ensure effective long-term stability of the quality of service provided either for hardware than for software areas.

Operate and Support Processes Continuous Improvement

  • Identify opportunities for improving the performance of this stage of a service lifecycle, assist process owners with these improvements' implementation.
  • Ensure coordination with all key stakeholders within DTS that will execute are aligned and involved when necessary.
  • Commit on strong reliability of the assets inventories' accuracy ensuring correct lifecycle management end to end.
  • Drive and manage any partner executing on outsourced services, monitoring the productivity efficiency along enhancements' implementation.

Specific Competencies

  • Solid management of the financial planning with a high control of costs versus the budget and the Long-Term Plan objectives.
  • Informed of any investment to be done per site.
  • Reported with potential deviation and need to make a decision based on the criticality of the investment or his raise of funding needed to be accepted.
  • Responsible for not overspending on yearly basis for both Capex and Opex.
  • Check all his actuals and review his forecast to meet minimum delta with budget.

Local Vendor Management

  • Ensure that the delivery of any of the 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, assess local vendors if global contracts do not cover end to end his service.
  • Connect and work with procurement, contract management to meet full compliance on the security matters, protecting Amadeus company.

About the Ideal Candidate

  • 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 he will do.
  • Bilingual French/English.

What We Can Offer You

  • Be rewarded with a competitive remuneration, an individual and company bonus, and enjoy many benefits.
  • Work from anywhere: Flexible teleworking from 1 to 3 days per week. You will also benefit from a home office set-up premium & 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 including onsite and on-line learning hubs packed of technical and soft skills to help to develop any competencies.
  • 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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