Airport IT Delivery Manager

Job description

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel@Amadeus

Purpose

As the Airport Delivery Manager (ADM), you will be responsible is to provide quality and consistency of on-going service delivery management for the range of Amadeus Airport IT products and services to assigned customers in the airports. You will also be a 'Key' member of the 'Extended Account Team' to help ensure customer satisfaction and assist in identifying opportunities and growth with the assigned customer. Act as functional entry point to provide specialist knowledge and expertise on Amadeus products and solutions.

As ADM you will be actively dedicated to Customer (Airport, Airline or Ground Handlers) or a defined set of Customers, throughout the lifetime of the customer’s commercial relationship with Amadeus.

· You will act as Single Point of Contact for customer to address all their queries, concerns and service request raised and work with Amadeus internal team to provide resolution to the customer in timely manner.
· You will be expected to mobilize line organizations to assure delivery of Amadeus commitments in line with customer expectations.
· You will be responsible for customer incident escalation, problem, and change and release management as including:

· Incident Management à Working closely with the R&D colleagues to identify Root Cause, analyze and find a resolution within the SLA assuring customer satisfaction
· Problem Management à Identify problem and bugs in customer system, follow up its resolution and create Problem Tracking Records in internal service portal.
· Change Management à Oversee customer Change Management process working closely with the Business Analyst and R&D to understand and define change proposal
· Release Management à Accountable and responsible to participate and coordinate system and application troubleshooting, log analysis and User Acceptance Testing
· Service Level Reporting and Service Improvement à Accountable and responsible for monthly analysis and performance review leading to continue improvement of our products, delivery service and customer satisfaction.

What do we expect from you on this role:

· Vision and Strategy
· To be a representative and advocate of Amadeus strategy and Vision internally and externally
· To understand the customer’s business strategy and challenge and work towards their success relying in Amadeus products, service and expertise
· To support the Account Management in defining the Account Development Plan (ADP)
· Build maintain successful customer relationships
· Develop existing relationships with both IT & Business executives at the appropriate functional & operational level to reinforce & sustain strategic partnership with customers
· Provide quality & consistency of on-going delivery in IT and Airport IT
· Incorporate prioritization from Account Management to ensure highest level of customer satisfaction
· Facilitate the transition from implementation to customer management phase by being involved during the programme to ensure an efficient hand-over
· Obtain committed delivery timescales internally, communicate accordingly to Customer: ensure their adherence to the plan & follow up on delivery dates
· Provide regular dashboard on deliverables to customer in coordination with Marketing & Portfolio Management (customer satisfaction survey team) (Customer Dashboard)
· Attend Steering & regular meetings with customer, and lead/chair Delivery Bi-laterals meetings in the absence of an SDM
· Ensure that delivered solution or service to customer corresponds to what has been defined in the contract & that customer understands its full capability
· Delivery and Reporting
· Develop existing relationships with both IT & Business executives at the appropriate functional & operational level to reinforce & sustain strategic partnership with customers
· Provide quality & consistency of on-going delivery in IT and Airport IT
· Incorporate prioritization from Account Management to ensure highest level of customer satisfaction
· Facilitate the transition from implementation to customer management phase by being involved during the programme to ensure an efficient hand-over
· Obtain committed delivery timescales internally, communicate accordingly to Customer: ensure their adherence to the plan & follow up on delivery dates
· Provide regular dashboard on deliverables to customer in coordination with Marketing & Portfolio Management (customer satisfaction survey team) (Customer Dashboard)
· Attend Steering & regular meetings with customer, and lead/chair Delivery Bi-laterals meetings in the absence of an SDM
· Ensure that delivered solution or service to customer corresponds to what has been defined in the contract & that customer understands its full capability
· Business Development
· Analyze customer products and service requirements, propose improvements, and Develop and monitor Plans
· Identify up-sell opportunities during the on-going delivery of IT services and ensure the proposal to meet Airlines, Ground handlers and Airport requirements, including processing RFPs/RFIs for these customers
· Support salesforce & Account Managers in the promotion & sale of IT Solutions to existing Ground Handlers, Airlines and Airport customers
· Assist the customer in formalizing any functional requirements, initiate the CP process and ensure the customer requirements are understood, obtain sizing in due time, and build commercial proposal
· Assist Marketing Portfolio and Product management in gathering Competitive information and in customer satisfaction survey
· Identify consulting opportunities
· Internal Communication
· Ensure and facilitate high degree of interaction with Extended Account Team, Product Management and Post-Implementation Management
· Actively share account information within the Extended Account team and with other stakeholders
· Collaborate to knowledge creation, sharing and maintenance with commercial support teams (Portfolio Management, Sales Engineering, Legal, etc.)
· Identify, share and re-use functional Best Practices, experiences, and lessons learned within Airport IT (through forums, calls, communities, etc.)
· Advise & assist the AM, SDM and ISM (if applicable) in using the standard Delivery Management processes, procedures, tools and techniques
· Resources and Skills Development
· Stay up-to-date with product evolutions and Portfolio expansion
· Adopt and implement the Account Management vision and strategy through the Performance & Development Review process (MBO process)
· Adhere to standard Delivery Management processes, procedures, tools and techniques
· Participate in a continuous improvement process for measuring and improving performance, satisfaction and skills (via targeted training)

Education

· University degree or equivalent field experience (preferably in Information Technology or Computer Science)

Relevant Work Experience

· Minimum 3 years’ experience in airport IT industry.
· Previous specific experience in - Delivery Management, acting as a Service or Technical Operation, Delivery, Project/Program Manager in the (Airport) IT industry.
· Previous experience in Airport Management System for Airport Operational Database (AODB), Resource Management System (RMS) for Fixed-RMS, Human-RMS and Mobility RMS etc.) Flight Information Display (FIDS), and ACDM required.
· Previous experience in Common Used Passenger Processing System (CUPPS), Common Used Self-Services (CUSS) kiosks, Self Service Bag Drops (SSBD), Automated Boarding Gates), and Baggage Reconciliation System (BRS) required.

Business Understanding

· Business and IT Operations understanding of the Airport business processes, Airport IT, Ground Handlers, Airlines and Travel industry

Skills

· Able to demonstrate good understanding of service management concepts and processes including incident, change and problem management.
· Strong relationship-building skills; at all levels with our customers and between technical, non-technical teams, and Amadeus business functions.
· Excellent communication and presentation skills; capable of interfacing with customers at all levels. Ability to build credibility and to keep good relationships with customers whilst preserving Amadeus' interests
· High organizational skills and perseverance
· Ability to multi-task and to work to deadlines
· Organized and methodic approach to problems
· An individual achiever as well as a strong team player with the ability to work both independently (with minimal supervision) and collaboratively within teams

Travel

· Ability and Willingness to travel out of state or country 30 – 50% of time per year

#AirportIT #ITServiceDeliery #DeliveryManager #DeliveryManagement #TravelIT #ITIndustry #ServiceOperatoin #TechnicalOperation #ProjectManager #ProgramManager

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation. Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place. E.g. a minimum time on position or Line Manager approval may be requested.