Airline IT Solution Manager

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.

Summary of the role

Bethe functional entry point for a set of airlines based in Southern and Estern Africa regions, provide specialist knowledge and expertise on Amadeus solutions and products related to Airline IT and e-commerce. Help Account Management identify and prioritise business opportunities. Contribute to customer satisfaction, retention and upsell of the IT products and services by being responsive to customer needs and proactively proposing IT solutions relevant to the customers’ business. Key member of the extended account team to ensure the right level of service to customers. Provide quality and consistency of on-going service delivery for the full range of IT and e-commerce products and services. Mobilises line organizations to assure delivery of Amadeus commitments in line with customer expectations.

Main responsibilities

- Understand the Amadeus strategy and vision around IT and apply it to solution management.
- Understand customer business drivers, strategy, challenges, and decision processes to propose adapted IT solutions.
- Assist Account Management in defining the Account Development Plans (ADP) according to agreed timing and standards.

- Develop existing relationships with both IT and Business executives at the appropriate functional level to reinforce and sustain strategic partnership with customers.
- Support Airline IT sales and local Account Managers in the promotion and sale of Airline IT Solutions to existing Altea customers
- Attend Business review and regular meetings with customer, when appropriate.
- Deliver product-related presentations including product demonstrations, supported by Product Management when needed.
- Undertake post implementation support activities to ensure customer understands full capability of the functionality delivered.
- Ensure that delivered solution or service to customer corresponds to what has been defined in the contract.
- Lead/Chair Product Bi-laterals meetings.
- Develop and manage good relationship with customers while preserving Amadeus’ interests.

- Assist Marketing Portfolio and Product management in identifying new product opportunities.
- 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 airline requirements, including processing RFPs/RFIs for these customers.
- Assist the customer in formalising any functional requirements, initiate the Change process and ensure the customer requirements are understood, obtain sizing in due time, and build commercial proposal.
- Identify consulting opportunities.- Ensure and facilitate high degree of interaction with Product Management and Portfolio.
- Actively share account information within the Extended Account Management team and with other stakeholders.

- Stay up-to-date with product evolutions and Portfolio expansion to advise customer on new functionalities and solutions
- Participate in a continuous improvement process for measuring and improving performance, satisfaction and skills (via targeted training).

- Provide quality & consistency of on-going delivery in IT and e-commerce-

- Obtain committed delivery timescales internally, communicate accordingly to Customer: ensure their adherance 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)

- Ensure that delivered solution or service to customer corresponds to what has been defined in the contract & that customer understands its full capability

Requirements

· Skills and knowledge:
· Negotiation Skills
· Presentation Skills
· Influence and conflict management
· Self motivated but ability to work effectively within a team and with the Amadeus line organisation
· Ability to develop internal networks
· Able to multi-task, and to work to tight deadlines
· High degree of autonomy
· Good problem solving and conflict resolution skills up to senior management level with the customer and in Amadeus
· Program management skills: organisation, structure, monitoring of work execution, reporting, risk management.
· Excellent communication skills; capable of interfacing with customers at all levels.
· Years of experience:
· Functional expertise onPassenger Service Systems(reservation, loyalty, ticketing, Inventory, DCS), Airline IT e-Commerce product offering, knowledge on Fares and pricing, payment solutions or broad knowledge of equivalent competitors’ products.
· Expertise on IT technical solutions and Amadeus technical architecture is a plus.
· Minimum 4 years experience of Amadeus IT product range / product strategy or equivalent competition products or broad experience on a large Altea migration program.
· Minimum 3 years of experience in client facing job roles.
· Education: Master in Business or Computer Science.
· Others:
· Good understanding of IT - technical capabilities Knowledge of Amadeus system and travel industry.
· Additional Airline Industry background is a plus.
· Ability to work in a complex matrix organisation environment.

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