Service Delivery Manager - West Coast

Amadeus • Miami, FL

5d • Hybrid

About The Position

The Service Delivery Manager is a senior role responsible for the end-to-end delivery, governance, and continuous improvement of Support and Maintenance services for complex Airport, Border Control, and/or Seaport customers within the Air Operations Service Delivery Management organization across the Americas region. This role ensures service performance aligns with contractual obligations, operational standards, and customer expectations, with a strong focus on service quality, reliability, and risk management in mission-critical environments. Acting as a key liaison between customers and internal delivery teams, the Service Delivery Manager collaborates closely with Sales, Pre-Sales, Field Services, and Support organizations to align service capabilities, drive effective service governance, and ensure seamless post–go-live operations. The ideal candidate brings deep service delivery management expertise, ITIL certification, and the ability to lead cross-functional teams and stakeholders in a complex, high-availability operational landscape. In his role You'll: Customer Delight: Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. Service Delivery Performance: Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. Service Management Framework: Adhere to ITIL-based service management best practices for assigned customers. Financial Accountability: Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. Reporting: Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. Escalation Management: Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. Governance and Service Reviews: Develop and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. Policy and Strategy Influence: Contribute to resource planning, budgeting, and policy definition based on business and customer needs. Work with a high level of autonomy, based on management directions. May contribute to planning of resources and budget. Direct Account Management: Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. Sales Support: Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. Scope Management: Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. Operational Reviews: Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. Growth Enablement: Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. Portfolio Alignment: Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate. Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.

Requirements

• Bachelor’s degree in business, IT, Engineering, or related field and/or equivalent work experience
• 10+ years of experience in Service Delivery Management for post go-live solutions, preferably in complex, multi-country IT or airport/aviation environments.
• Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements
• Experience in managing and negotiating with external customers and internal stakeholders at managerial levels.
• Previous experience working with airports, border control, managing support and maintenance of the (airline, airport, border control, seaports, etc.…) contracts
• Previous experience in providing support on the post go live side
• Relevant financial management skills, including budget and financial reporting.
• Excellent communication, interpersonal, and customer relationship skills.
• Ability to operate with high autonomy, exercise sound judgment, and handle complex decision-making processes.
• Strategic thinker with the ability to translate vision into actionable goals.
• Fluent in English (Written and spoken)
• Willingness to travel as needed in support of the role (generally up to 30%, depending on business needs).

Nice To Haves

• ITIL Certification preferred

Responsibilities

• Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities.
• Manage the end-to-end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met.
• Adhere to ITIL-based service management best practices for assigned customers.
• Ensure cost efficiency and contribute to the financial oversight for services delivered to customers.
• Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans.
• Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams.
• Develop and implement regular service reviews with customers.
• Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership.
• Contribute to resource planning, budgeting, and policy definition based on business and customer needs.
• Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region.
• Collaborate with Sales and Pre-Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively.
• Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals.
• Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams.
• Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings.
• Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands.
• Continuously assess service risks and proactively manage or escalate as appropriate.
• Collaborate with finance and operations to support accurate and timely invoicing for all delivered services.

Benefits

• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

What This Job Offers

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