Sr. Manager IBS Service Delivery & Support

Summary of the Role

You’ll promote operational excellence and service performance for critical business applications supported by BSS. You’ll coordinate support teams, vendors, and stakeholders to deliver reliable, user-focused outcomes while fostering automation and continuous improvement.

In This Role You’ll / Your Main Responsibilities

• Promote service delivery governance, Service Level Agreement (SLA) compliance, and automation adoption across supported applications.

• Coordinate readiness activities for new services and upgrades, ensuring documentation and knowledge bases are maintained for support teams.

• Monitor and report on SLAs, Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs), and facilitate service reviews.

• Collaborate with internal teams and vendors to resolve incidents, implement automation solutions, and improve service performance.

• Develop effective relationships with stakeholders and vendors, manage budgets, and support staffing aligned with strategic goals.

About the Ideal Candidate

• Bachelor’s degree in Information Systems Management, Computer Science, or related field; equivalent experience or certifications are welcome.

• Experience in service delivery, technical support, or operations for business-critical applications (e.g., Customer Relationship Management (CRM), call center, billing).

• Familiarity with Information Technology Infrastructure Library (ITIL) processes including Incident, Problem, Change, and Knowledge Management.

• Experience in identifying automation opportunities and collaborating with technical teams to implement solutions.

• Effective leadership, stakeholder engagement, and communication skills, with the ability to interpret data and use insights to guide improvements.

What we can offer you

• 🎯 A critical mission and purpose - At Amadeus, you will 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 diverse, equitable, 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. 

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