Senior IT Service Delivery Lead

Amadeus; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

A critical mission and purpose

A truly global DNA

Great opportunities to learn

A caring environment

A complete rewards offer

A flexible working model

A diverse and inclusive community

A Reliable Company

Job summary

Amadeus is seeking a Service Management Senior Specialist in the United Kingdom to lead day‑to‑day IT service delivery and drive continuous improvement across the organisation. You will be responsible for service performance, customer experience, governance, supplier management and delivery discipline.

The role is hands‑on, requiring collaboration with stakeholders, incident and problem management, and strong focus on CSI and service reporting.

Qualifications

• Experience in IT service delivery/management roles with focus on performance, customer outcomes.
• Knowledge of ITIL processes (incident, problem, change, request fulfilment, knowledge, service reporting).
• Ability to present service performance reporting, KPIs and improvement roadmaps.

Responsibilities

• Own end-to-end delivery of IT services and ensure SLAs are met.
• Lead incident, request, and problem management; conduct root‑cause analysis.
• Own service reporting and dashboards; communicate performance and risks to stakeholders.
• Run service reviews with business areas and internal teams; translate needs into backlog.
• Coordinate change and release activities to minimise disruption and improve stability.
• Develop and maintain service documentation, runbooks and knowledge articles.
• Champion continual service improvement (CSI) initiatives and automation.

Skills

ITIL knowledge

Stakeholder management

Incident & problem management

Service reporting

Security/compliance awareness

Tools

ServiceNow

Dashboards

Job description

Amadeus is seeking a Service Management Senior Specialist in the United Kingdom to lead day‑to‑day IT service delivery and drive continuous improvement across the organisation. You will be responsible for service performance, customer experience, governance, supplier management and delivery discipline.

The role is hands‑on, requiring collaboration with stakeholders, incident and problem management, and strong focus on CSI and service reporting.