Support Services Quality Principal Specialist

Amadeus Hospitality; Manila, Hinoba-an; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health benefits

Bonus program

Flexible working model

Learning opportunities

Global team

Job summary

Amadeus is seeking a Support Services Quality Principal Specialist to lead design and deployment of new airport IT support models. You will collaborate with customers, partners, and internal teams to ensure smooth transitions from project deployment to service activation.

The ideal candidate brings customer service experience, strong ITIL knowledge, and project management credentials, with preference for travel industry familiarity.

Qualifications

• Experience in customer service and supporting technical or operational environments.
• Project management experience; a PM certification is an advantage.
• ITIL Foundations certification or strong understanding of IT service management.

Responsibilities

• Service Design and Deployment: design and implement support services for new Airport IT products ensuring alignment with industry standards and internal best practices.
• Continual Service Improvement: improve processes, tools, and documentation to raise customer satisfaction and first contact resolution.
• Project Management: manage projects from kickoff to service transition with fully developed end-to-end support structures including SLAs and KPIs.

Skills

Customer service experience

Project management

ITIL Foundations

Travel industry knowledge

Education

Bachelor's degree in Computer Science or related field

Job description

Support Services Quality Principal Specialist Summary of the Role
As a Customer Support Services Quality Principal Specialist, as part of the Service Design and Transition team, you will play a key role in supporting new customer projects across the region. You will design and implement the support model required for each customer and their product needs. You will work closely with customers, partners, and internal support teams to ensure a smooth transition from project deployment to service activation. You will work with a high level of autonomy, based on management directions. Leads projects or contributes to broad cross-functional projects. May contribute to planning of resources and budget. Proficient in technical knowledge to ensure team performs at a high level. Is recognized as a leader in own area and may formally train Specialists/Senior Specialists. We are looking for someone who enjoys working collaboratively with diverse teams—including customers, development teams, program managers, project managers, … We welcome individuals who offer constructive feedback and support a culture of continuous improvement.

Main Responsibilities

Service Design and Deployment: 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.

Continual Service Improvement: 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.

Project Management: Manage projects from kick-off to service transition and closure. Ensure new services have a fully developed end-to-end support structure, including processes, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and monitoring. Act as a gatekeeper to ensure effective transfer to Operations in compliance with the Service Readiness Process. Lead or contribute to projects focused on service quality, performance improvement, and customer satisfaction. Maintain comprehensive and updated service documentation throughout the service lifecycle.

About the Ideal Candidate

• 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)

What we can offer you

• A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.


• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.


• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.


• A caring environment - Amadeus fosters a caring environment that supports both professional growth and personal well-being.


• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.


• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.


• A diverse, and inclusive community - We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.


• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology.

We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!