Senior Service Quality & Transition Lead

Amadeus; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Global DNA

Learning opportunities

Flexible working model

Health benefits

Job summary

Amadeus in Metro Manila is seeking a Support Services Quality Principal Specialist within the Service Design and Transition team. You will design and implement the support model required for new customer projects, collaborating with customers, partners, and internal teams to ensure a smooth transition from project deployment to service activation.

You will work with a high level of autonomy, lead projects, and contribute to broader cross-functional initiatives, applying ITIL best practices to

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

• Mastering Support Service Design and implement support services for new Airport IT and seamless 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.
• Enhance processes, procedures, tools, and documentation to improve customer satisfaction and first contact resolution.
• Review customer feedback and implement required service changes.
• Manage internal improvement projects and coordinate with various teams for customer service improvements.
• Coordinate with cross-functional teams to ensure a smooth transition of services from project delivery to operational readiness.
• Support continuous improvement by enhancing processes, tools, documentation, and service workflows.
• Lead or contribute to projects focused on service quality, performance improvement, and customer satisfaction
• Maintain comprehensive and updated service documentation throughout the service lifecycle.

Job description

Amadeus in Metro Manila is seeking a Support Services Quality Principal Specialist within the Service Design and Transition team. You will design and implement the support model required for new customer projects, collaborating with customers, partners, and internal teams to ensure a smooth transition from project deployment to service activation.

You will work with a high level of autonomy, lead projects, and contribute to broader cross-functional initiatives, applying ITIL best practices to