LH Middleware Delivery Manager (f/m)

Job description

Join us and shape the future of travel

Shaping the future of travel has always been important to us at Amadeus. Today, with technology getting smarter by the minute, that future is more exciting than ever.

We work at the heart of the global travel industry. Amadeus offers you the opportunity to learn and grow and drive your own progression in an exciting and multicultural environment.

Our people are driven by a passion for 'Where next?' If you want to shape your career and the future of travel, Amadeus is the place for you.

PURPOSE OF THE ROLE

LHMDW is the Lufthansa Middleware interconnecting the LH Group IT landscape and Amadeus Altea.
As part of the regionalization efforts in Airline IT, some of the extended account team roles might become available over time. The extended account team works together to understand and address all aspects of the customers’ business needs. As part of this team, your role as LHMDW Delivery Manager is to provide top quality and consistent service delivery to your customers, covering both delivery and solution management areas.
In charge of your own customer portfolio, you oversee each delivery throughout the lifetime of each customer. You have the capacity to develop and maintain a strong internal network and you use your ability as an influencer to mobilise other parts of the organisation to ensure we are meeting customer expectations. Customers rely on you to provide functional guidance and advice for implementation and ensure optimal use of solutions or services.

MAIN RESPONSIBILITIES:

VISION & STRATEGY:

· Understand the Amadeus and LH Group strategy and vision around IT and apply it to delivery management
· Understand customer business, strategy, and challenges to ensure prioritisation of deliveries in line with customer's needs
· Assist Account Management in defining the Account Development Plan according to agreed timing and standards

CUSTOMER MANAGEMENT:

· 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 e-commerce
· 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 adherance to the plan & follow up on delivery dates

BUSINESS DEVELOPMENT:

· Analyze customer products and service requirements, propose improvements, and Develop and monitor Plans
· Assist the customer in formalising any functional requirements, initiate the CP process and ensure the customer requirements are understood, obtain sizing in due time, and build commercial proposal
· Actively participate in customer meetings gathering competitive information
· Identify consulting opportunities
· Provide regular dashboard (KPI, SLA) on deliverables to customer
· Attend Steerings & regular meetings with customer, and lead/chair Delivery Bi-laterals meetings
· Ensure that delivered solution or service to customer corresponds to what has been defined in the contract & that customer understands its full capability
· Support LHG in their digital transformation by ensuring improved time to market deliveries - from offers preparation up to delivery in test and production environments

INTERNAL COMMUNICATION:

· Ensure and facilitate high degree of interaction with Extended Account Team, LHMDW Competency Centre
· Actively share account information within the Extended Account team and with other stakeholders
· Identify, share and re-use functional Best Practices, experiences, and lessons learned within Airlines and with Distribution (through forums, calls, communities, etc)
· Advise & assist the Account Mgt, Altea Solution Mgt and Delivery Mgt teams (if applicable) in using the standard Delivery Management processes, procedures, tools and techniques

RESOURCES & SKILLS DEVELOPMENT:

· Stay up-to-date with product evolutions and Portfolio expansion
· Adhere to standard LHMDW processes, procedures, tools and techniques
· Participate in a continuous improvement process for measuring and improving performance, satisfaction and skills

REQUIREMENTS:

· University degree or equivalent field experience (preferably in IT, Service Delivery, Business Administration and/or Sales & Marketing)
· More than 3 years experience of working in a Travel Industry IT customer facing or an IT Services and/or Service Delivery environment.
· Excellent communication and presentation skills; capable of interfacing with customers at all levels.
· Ability to build credibility and to keep good relationship with customers while preserving Amadeus’ interests.
· Good team player
· Self motivated and ability to work independently with minimal supervision
· High organizational skills and perseverance
· Able to multi-task, and to work to deadlines
· Organized and methodical approach to the problems
· Good negotiation skills
· Influence and conflict management
· Enterprise IT / ESB experience
· Understanding of principles like API, SOAP, REST, sFTP, JMS, PCI DSS
· SW development experience (JEE, TIBCO) would be a plus
· Proactive mentality
· Project management skills
· Business fluent in English and fluent in German.Additional languages would be an asset

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