Service Delivery Manager – Onsite & Service Desk Support

Amadeus • San Jose, CA

1d • Hybrid

About The Position

We are a global Support Office organization responsible for delivering end-to-end support for Digital Workplace services and business application services across the enterprise. Our team operates in a truly international environment, collaborating across regions to ensure seamless, consistent, and high-quality support experience for all users. We work closely with internal stakeholders and external partners to maintain service excellence, drive continuous improvement, and enable a modern, efficient, and secure digital workplace.

The Service Delivery Manager – ServiceDesk and Onsite Support is responsible for leading and overseeing global end-user support services, including ServiceDesk and onsite support operations. This role manages a hybrid delivery model consisting of internal teams and managed service vendors to ensure consistent, high-quality support across all regions. The position focuses on driving service performance, improving user experience, and ensuring alignment with business expectations through effective vendor management, operational governance, and continuous service improvement. In addition, this role acts as the Field Support Lead for the Americas region, coordinating onsite support activities, managing vendor performance, and ensuring seamless service delivery and coverage across key locations.

Requirements

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field; or equivalent work experience.
• 8+ years of experience in IT Support, Service Management, or Infrastructure environments.
• 3+ years in a leadership or managerial role.
• Proven experience managing both internal teams and third-party vendors.
• Strong knowledge of IT Service Management processes (Incident, Problem, Change, Request).
• Experience supporting workplace technologies (end-user devices, collaboration tools).
• Experience supporting business applications in an enterprise environment.

Nice To Haves

• ITIL certification or equivalent is a plus.

Responsibilities

• End-to-End Service Ownership Own the full lifecycle of Onsite and Service Desk support services. Ensure delivery of workplace and business application support in line with agreed SLAs, OLAs, and XLAs. Oversee incidents, problems, requests, and change management processes. Ensure operational stability, service continuity, and risk mitigation.
• Regional Point of Contact – Americas Act as the primary point of contact for Digital Workplace and Business Application Support in Americas Lead and coordinate resolution of major incidents and escalations. Ensure clear communication during service disruptions or critical incidents.
• Team Leadership & People Management Lead and develop onsite support teams and service desk resources. Set objectives, conduct performance reviews, and provide coaching and guidance. Ensure clear role definition and accountability (RACI) across teams. Promote a culture of customer-centric service and accountability.
• Vendor & Managed Service Governance Manage outsourced service desk providers and onsite support vendors. Monitor contractual compliance, SLAs, KPIs, and service quality. Conduct governance reviews and performance evaluations. Escalate and resolve cross-vendor service issues where required.
• Operational & Performance Management Analyze service performance data and identify improvement opportunities. Drive service optimization initiatives to enhance user experience and operational efficiency. Implement capacity planning and workforce planning strategies. Ensure effective coverage models across multiple time zones in the Americas region.
• Continuous Improvement & Transformation Drive service maturity aligned with ITIL or equivalent frameworks. Support digital transformation initiatives impacting workplace and application support. Promote automation, knowledge management, and self-service capabilities. Strengthen proactive support models to reduce recurring incidents.

Benefits

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Work hybrid at our Bogota office.
• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees