Senior Service Design & Quality Lead

Amadeus; Philippines; On-site; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Health benefits

Bonus

Flexible working model

Career development

Diversity & Inclusion

Job summary

Amadeus Philippines is seeking a Support Services Quality Principal Specialist to guide service design and deployment for new airport IT projects. You will lead cross-functional efforts with customers, partners, and internal teams, ensuring smooth transition from project delivery to operations with well-defined SLAs and KPIs.

You will work with autonomy, contribute to resource planning, and mentor specialists, while driving continual service improvement and process optimization across regions.

Qualifications

• Holds a degree in Computer Science or a related field, or equivalent practical experience.
• Experience in customer service and supporting technical or operational environments.
• Project management experience; certification is an advantage.
• Certified in ITIL Foundations is a plus or has a solid understanding of IT service management principles.
• Experience in the airport or travel industry is preferred but not required.

Responsibilities

• Design and implement the support model required for each customer and their product needs.
• Lead or contribute to projects focused on service quality and customer satisfaction.
• Manage projects from kick-off to service transition and closure with end-to-end support structures.
• Ensure transfers to Operations follow the Service Readiness Process with defined SLAs and KPIs.
• Collaborate with customers, partners, and internal teams to ensure smooth deployment to operations.

Skills

Project management

Customer service

ITIL Foundations

Stakeholder management

Airline/travel industry knowledge

Education

Bachelor's degree in Computer Science or related field

Job description

Amadeus Philippines is seeking a Support Services Quality Principal Specialist to guide service design and deployment for new airport IT projects. You will lead cross-functional efforts with customers, partners, and internal teams, ensuring smooth transition from project delivery to operations with well-defined SLAs and KPIs.

You will work with autonomy, contribute to resource planning, and mentor specialists, while driving continual service improvement and process optimization across regions.