Service Delivery Manager

We have an great role for a Service Delivery Manager to join a company in Stuttgart.

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The role of the Service Delivery Manager is the key to ensuring the team can manage, meet and exceed the customers’ expectations throughout the life of our engagement. The SDM will drive opportunities, grow relationships, and secure long-term revenue growth. This is through a sustained partnership with the customer. The role of the SDM is to provide quality and consistency to the service delivery.

What we are looking for this role:

Firstly, develop strong relationships with both IT and Operational teams in the customer organization, as well as with the local airline representatives.
Secondly, provide quality, consistency, and timeliness of ongoing delivery in IT and Services.
Also, prioritise the Amadeus Account Management team. This is to ensure the highest level of customer satisfaction.>
Ensure that the solution or service to the customer matches what has been defined in the contract. Also, ensure that service levels are met.
Finally, facilitate the transition from implementation to regular business operations. This will include future projects deliveries
Coordinate maintenance activities on solutions across the estate to be performed by the on-site Field Services team. For example, Preventative Maintenance.
Facilitate the rollout of functional and technical changes to the solutions which require physical intervention and monitoring. Initiate and coordinate the support of the on-site field services team to support these activities where necessary.

Generate and maintain a view of the full installation of the Amadeus services on site and their health status.

Manage the interaction between the Amadeus Service Centre and the on-site support and first-level support teams.

Business Development

• • Firstly, analyze customers’ IT products, services, and strategy, and propose opportunities. Also, build and implement business development plans.
  • Also, Identify up-sell opportunities during the ongoing delivery of IT services.
  • Also, support Sales and Account Management teams in the promotion and sale of IT Solutions to IT customers.
  • Assist the customer in any functional requirements, and initiate the CP process. Ensure what the customer requires is understood. Obtain sizing in due time, and build commercial proposals.

Delivery and Reporting

• • Provide regular dashboards on deliverables to customers in coordination with the Service Delivery Management team.
  • Attend steering and regular meetings with customers, and lead or chair bi-lateral delivery meetings.
  • Identify trends, risks, and gaps in the services provided to the customer. Facilitate service recovery and continual service improvement plans.
  • Interact with Amadeus stakeholders. This includes the Extended Account Team and Product and Post-Implementation Management.
  • Actively share account status and information. This is within the Extended Account team and with other stakeholders.

Pre-requisites

• • Must be a Fluent German speaker.
  • Fluent in English, written and spoken.
  • This role requires on-site presence onsite five days a week on average throughout the year.
  • Occasionally it will be necessary to be present outside of normal office hours (Mon-Fri, 0900-1700).

Education

• • University degree or equivalent field experience. Preferably, in Information Technology or Computer Science.

Relevant Work Experience

• Firstly, 5 years of experience in the aviation or airport IT industry.
• Secondly, previous working knowledge in Airport Site Management. For example, Field Services and Technical Installation Management.
• Finally, experience in some or all of the following Airport Passenger Processing Systems: Self-service Bag Drop facilities, Common Use Self-Service (CUSS), Common Use Passenger Processing Systems (CUPPS), and Airport Baggage Systems.

Business Understanding:

Firstly, Business and IT Operations understanding of Aviation business processes, Airport IT, Ground Handlers, Airlines, and the Travel industry.
Skills Needed
Secondly have good understanding of service management concepts and processes. This includes incident, change, and problem management.
Furthermore, must be a strong relationship builder. This is at all levels with our customers and between technical, non-technical teams, and Amadeus business functions.
Also, strong technical understanding of IT systems.
Good communication and presentation skills. Also, be able to interface with customers at all levels.
Able to coordinate activities for a team. Motivate and clearly communicate instructions and expected outcomes.
Self-motivated and able to work with minimum supervision
Ability to multitask and meet deadlines.
Finally, a methodical approach to problem-solving.

Lastly, if would like more detail about Service Delivery Manager jobs, please contact GTS now.

GTS receives new Service Delivery Manager jobs every day. This is for both full-time and contract roles. So, why not stay up to date with our new jobs by registering with GTS today?

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