Service Delivery Manager

Job Title

Lead the delivery of contracted services and solutions, ensuring operational excellence, customer satisfaction, and business growth. Serve as the primary contact for stakeholders, managing service delivery, relationships, and financial performance.

• Accountable for the budget, performance and results of a small team of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members
• Build and maintain strong customer relationships at all levels.
• Oversee all deliverables, ensuring alignment with commitments and expectations.
• Plan and communicate delivery timelines, ensuring schedules are met.
• Monitor performance, update dashboards, and provide executive summaries on risks and issues.
• Support invoicing and manage customer payment milestones.
• Act as the main escalation point for functional issues, coordinating resolutions.
• Ensure solutions meet contractual requirements and customers understand their capabilities.
• Achieve or exceed SLAs and KPIs as defined in contracts.
• Promote customer satisfaction through regular reviews and proactive support.
• Align operational teams and partners to client needs.
• Drive contract renewals and expand service offerings.
• Manage budgets, monitor P&L, and analyse variances.

• Fluent in English and French, both spoken and written.
• ITIL experience (certification is a plus).
• Eligible for Security Clearance for airport access
• Commuting distance of Paris Airport
• Experience in service delivery management, including Incident and Problem ideally in IT or technology.
• Strong relationship-building and stakeholder management.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage multiple projects and deadlines.
• Financial acumen, including budgeting and P&L management.
• Experience with contract management and compliance.
• Leadership of cross-functional teams and continuous improvement.

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.

• 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. We care about our employees and strive to provide a supportive work environment.

• 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.

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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