IT Service Delivery Lead - CSI & Stakeholder Champion

1229 Vision-Box Systems Ltd; Reading; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working model

Global company

Learning opportunities

Competitive remuneration & benefits

Job summary

Amadeus seeks a Service Management Senior Specialist IT Service Delivery Manager to lead day‑to‑day delivery and continuous improvement of IT services across the organisation. This hands‑on role combines operational discipline with strong stakeholder engagement.

You will own end‑to‑end service delivery, oversee incident and change processes, and drive service reporting and improvement plans while ensuring security and governance requirements are met.

Qualifications

• Proven experience in IT service delivery with accountability for performance and outcomes.
• Strong working knowledge of ITIL processes including incident, problem, change, and request fulfilment.
• Experience producing service performance reports, KPIs and improvement roadmaps.
• Excellent stakeholder management and clear communication to technical and non‑technical audiences.

Responsibilities

• Own end‑to‑end delivery of IT services, ensuring SLA performance and business expectations.
• Lead incident, request and problem management; drive RCA and preventative actions.
• Own service reporting and dashboards; communicate performance, risks and actions.
• Run service reviews with business areas and technical teams, translate needs into backlog.
• Coordinate change and release activities to minimise disruption and improve stability.
• Develop and maintain service documentation, runbooks, support models and knowledge articles.
• Champion continual service improvement initiatives including automation and CSI.
• Ensure services align with security, compliance and governance requirements.

Skills

ITIL

Service delivery

Incident management

Stakeholder management

Change management

Performance reporting

Job description

Amadeus seeks a Service Management Senior Specialist IT Service Delivery Manager to lead day‑to‑day delivery and continuous improvement of IT services across the organisation. This hands‑on role combines operational discipline with strong stakeholder engagement.

You will own end‑to‑end service delivery, oversee incident and change processes, and drive service reporting and improvement plans while ensuring security and governance requirements are met.