Job Title
Deputy Airport Delivery Manager
Summary Of The Role
The Deputy Airport Delivery Manager (DADM) is responsible for ensuring high-quality and consistent service delivery management for Amadeus Airport IT and Airline Operation products and services to designated customers at airports. As a member of the Airport Delivery team, the DADM plays a vital role in enhancing customer satisfaction within assigned accounts. This position serves as the functional entry point for specialized knowledge and expertise on Amadeus products and solutions. The DADM maintains active engagement with a dedicated customer or a defined set of customers throughout their lifecycle, acting as the single point of contact for all queries, concerns, and service requests. The DADM collaborates with internal teams to ensure timely resolutions and mobilizes resources to meet Amadeus commitments in line with customer expectations.
Responsibilities
Main Functional Deliverables
- Incident Coordination: Oversee customer incident coordination related to Amadeus products and services. Coordinate with internal resolver groups, including Research and Development, to ensure timely restoration of services and compliance with service level agreements (SLAs). This includes managing incident creation, updates, closures, and escalations as necessary.
- Problem Resolution: Identify and track problems and bugs within customer systems, collaborating with internal teams to provide releases and fixes. Create Problem Tracking Records in the internal service portal for follow-up.
- Change Management: Manage the customer Change Management process by understanding customer requirements and working with the Business Analyst and R&D teams to develop change proposals, from simple requests to complex solutions.
- Release Management: Coordinate system troubleshooting, log analysis, and User Acceptance Testing (UAT) with customers. Assist in preparing data for UAT and support change requests and testing of new releases.
- Service Level Reporting and Improvement: Prepare monthly service performance reports and lead service improvement discussions with customers, recommending plans for enhancement and proactively identifying risks and gaps.
Secondary Functional Deliverables
- Managing Onsite Activities: Serve as the primary contact for managing onsite projects and activities, assisting ADM and support implementation activities and coordinate with airlines for UAT.
- Field Service Management: Oversee a team of Support team leaders and field service engineers, managing their roster and ensuring timely resolution of service requests. Handle Return Material Authorization (RMA) processes and maintain accurate asset tracking.
- Preventive Maintenance and Consumable Management: Schedule preventive maintenance for onsite hardware and manage consumable supplies, ensuring timely replenishment.
Customer Relationship and Management
- Develop and maintain relationships with IT and business executives to reinforce strategic partnerships.
- Ensure high-quality ongoing delivery of IT services, facilitating smooth transitions from implementation to management.
- Communicate internally committed delivery timelines and provide regular updates to customers.
Key Account Business Development
- Analyze customer needs, propose improvements, and develop monitoring plans.
- Identify upsell opportunities and support the sales team in promoting IT solutions.
- Assist customers in formalizing functional requirements and developing commercial proposals.
Point of Contact for Internal and External Communication
- Facilitate interactions with the Extended Account Team, sharing account information and collaborating on knowledge creation.
- Advise and assist in using standard Delivery Management processes and tools.
Vision and Strategy
- Understand and apply Amadeus's strategy for Airport IT in delivery management.
- Align customer needs with delivery priorities and support account development planning.
Resources And Skills Development
- Stay updated on product evolutions and implement the Account Management vision.
- Participate in continuous improvement processes to enhance performance and skills.
About The Ideal Candidate
Education
- A university degree or equivalent experience, preferably in Information Technology or Computer Science.
Relevant Work Experience
- Relevant experience in the airport IT industry, with at least 2 years managing a team of field service engineers or technicians.
- Proven experience in delivery management within the Airport IT sector, including knowledge of PSS and other Airport systems.
- Solid technical background in operating systems, server management, networking, and troubleshooting.
Business Understanding
- Comprehensive understanding of airport business processes, IT operations, and the travel industry.
Skills
- Comprehensive service management knowledge, relationship-building, communication, and presentation skills.
- Excellent organizational skills with the ability to multitask and meet deadlines.
- Successful in both independent and collaborative work environments.
Travel
- Ability to travel up to 20% of the time, both domestically (Mainland China and Macau) and internationally (Overseas).
Application processes
The application process is easy and fast. Create manually your candidate profile or uploading your CV/Resume.
Are you the one we’re looking for? Apply now!
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity 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. 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.