Service Delivery Analyst (SABRE)

Capgemini; Aguascalientes; Sur place; MXN 480 000 - 640 000; Plein temps

Résumé du poste

Capgemini Mexico is seeking a Service Delivery Analyst with 5+ years of experience in service delivery, customer support, IT operations, or client services within travel tech. The role focuses on Sabre solutions, SLA/KPI governance, and proactive service management.

You will be the primary client contact for service delivery, coordinate incidents, run service reviews, and ensure issue resolution with cross-functional teams.

Qualifications

• 5+ years of experience in Service Delivery, Customer Support, IT Operations, or Client Services roles.
• Strong experience working with Sabre products and travel industry platforms.
• Proven experience managing client-facing relationships and executive-level communications.
• Experience handling incidents, problem management, and service governance processes.
• Knowledge of ITIL framework and service management best practices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to manage multiple priorities in a fast-paced environment.

Responsabilités

• Act as the primary point of contact for clients regarding service delivery and operational support activities.
• Manage and monitor service performance, ensuring compliance with SLAs and KPIs.
• Provide functional support and troubleshooting for Sabre-related systems and applications.
• Coordinate incident management, problem resolution, and escalation processes with technical and business teams.
• Conduct client meetings, service reviews, and status updates, ensuring proactive communication and issue management.

Connaissances

Stakeholder management

Analytical thinking

English communication

Formation

Bachelor's degree in Information Technology, Computer Science, Business Administration, Tourism, or a related field

Outils

Sabre

Description du poste

Service Delivery Analyst (Sabre)Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.We are seeking a highly motivated Service Delivery Analyst with 5+ years of experience in service delivery, customer support, and operational management within the travel or airline technology industry. The ideal candidate will have strong hands-on experience with Sabre solutions, excellent stakeholder management skills, and a proven ability to work directly with clients to ensure service excellence, issue resolution, and continuous process improvement.Your RoleAct as the primary point of contact for clients regarding service delivery and operational support activities.Manage and monitor service performance, ensuring compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Provide functional support and troubleshooting for Sabre-related systems and applications.Coordinate incident management, problem resolution, and escalation processes with technical and business teams.Conduct client meetings, service reviews, and status updates, ensuring proactive communication and issue management. Your ProfileBachelor's degree in Information Technology, Computer Science, Business Administration, Tourism, or a related field.5+ years of experience in Service Delivery, Customer Support, IT Operations, or Client Services roles.Strong experience working with Sabre products and travel industry platforms.Proven experience managing client-facing relationships and executive-level communications.Experience handling incidents, problem management, and service governance processes.Knowledge of ITIL framework and service management best practices.Strong analytical, troubleshooting, and problem-solving skills.Excellent written and verbal communication skills in English.Ability to manage multiple priorities in a fast-paced environment.What you’ll loveOWN YOUR GROWTH Open access to digital learning platforms Digital campuses on AI, Cloud, Data or Sustainability Award winning career acceleration programsAbout CapgeminiCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.