Senior Service Design & Quality Lead

AMADEUS MARKETING PHILS, INC.; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

AMADEUS MARKETING PHILS, INC. is seeking a Support Services Quality Principal Specialist to design and deploy support models for new Airport IT projects across the region.

You will work with customers, partners, and internal teams to ensure a smooth transition from project deployment to service activation. You will lead and contribute to cross-functional projects, training Specialists and ensuring service readiness with strong ITIL practices.

Qualifications

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

Responsibilities

• Design and implement support services for new Airport IT products, ensuring alignment with industry standards and internal best practices.
• Ensure quality delivery and successful transfer to Operations following ITIL best practices.
• Liaise with business owners, project managers, operations teams, and partners to ensure smooth implementation of new services.
• Manage projects from kick-off to service transition and closure.
• Ensure end-to-end support structures, including SLAs, KPIs, and monitoring for new services.
• Maintain comprehensive and updated service documentation throughout the service lifecycle.

Skills

Customer service

Project management

ITIL Foundations

Education

Bachelor in Computer Science or related field

Job description

AMADEUS MARKETING PHILS, INC. is seeking a Support Services Quality Principal Specialist to design and deploy support models for new Airport IT projects across the region.

You will work with customers, partners, and internal teams to ensure a smooth transition from project deployment to service activation. You will lead and contribute to cross-functional projects, training Specialists and ensuring service readiness with strong ITIL practices.