Service Delivery Manager

Amadeus; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading technology provider for the travel industry is seeking a Service Delivery Manager to oversee the delivery of contracted services. This role requires a Bachelor’s degree and ITIL certification, along with strong skills in incident, contract, and project management. The ideal candidate will manage client relationships effectively and ensure that service delivery meets defined SLAs and KPIs, particularly at Dubai Airport. Competitive compensation and growth opportunities are provided.

Benefits

Attractive compensation

Health benefits

Flexible working model

Learning opportunities

Diverse and inclusive environment

Qualifications

• Bachelor's degree in computer science, business administration, or related discipline is desirable.
• ITIL certification or equivalent knowledge.
• Experience in incident management and contract management.
• Proficiency in managing budgets and financial performance.

Responsibilities

• Manage delivery of contracted services to customers.
• Act as main point of contact for clients regarding service delivery.
• Ensure SLAs and KPIs are met.
• Promote organization’s capabilities for contract extensions.
• Oversee customer invoicing and payment milestones.

Skills

Incident management

Contract management

Project management

Financial management

Communication skills

Proficiency in English

Education

Bachelor’s degree in computer science or business administration

ITIL certification

Job description

Service Delivery Manager

Amadeus is the leading technology provider to the travel industry and is present in 190+ countries around the world. Our innovative solutions power every part of a traveler’s journey, from airlines to search engines, travel agencies to hotels. The world's top travel brands rely on Amadeus to help create exceptional traveler experiences.

Responsibilities

• Be responsible for managing the delivery of contracted services such as maintenance and information technology to customers.
• Act as the main point of contact for both internal and external clients regarding overall and day‑to‑day service delivery. Ensure that SLAs (service level agreements) and KPIs (key performance indicators) defined in contracts are met or exceeded.
• Ensure that implementations and ongoing services are delivered on time and meet client requirements by monitoring project schedules, risks, scope of work, and budgets.
• Build and maintain positive client relationships and participate in client meetings to review performance and support client satisfaction.
• Support operational teams and service partners in understanding client needs and provide ongoing client advice and assistance.
• Promote the organization’s capabilities to help secure contract extensions or additional business within accounts.
• Support contract renewals for support and maintenance services and explore opportunities to expand service offerings within the current customer base.
• Identify budget needs, monitor P&L (costs, revenues, margin), and analyze variances between actuals and budgets.
• Oversee customer invoicing and payment milestones to ensure timely financial processing.

Ideal Candidate

• Bachelor’s degree in computer science, business administration, or a closely related discipline is desirable.
• ITIL certification or equivalent knowledge.
• Experience in incident management.
• Understanding of contract management and project management.
• Knowledge of financial management to administer budgets, schedules, and performance standards, helping to maintain and optimize delivery and service costs, and provide financial performance reports.
• Proficiency in English, both spoken and written.
• Communication skills with the ability to effectively connect and collaborate with both technical and non‑technical stakeholders.
• Willingness and ability to work on location at Dubai Airport (DXB).

What we can offer you

• 🎯 A critical mission and purpose – At Amadeus, you’ll power the future of travel with 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, from on‑the‑job training to formal activities, and daily interactions.
• 🤗 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well‑being.
• 💰 A complete rewards offer – Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• 🌟 A flexible working model – Embrace our flexible working model, enabling you to excel wherever and however you work best.
• 🌈 A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• 📈 A reliable company – Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity 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.