Ibs Service Delivery Principal Specialist

hace 2 semanas

Zaragoza, España 1011 Amadeus It Group S.A. A tiempo completo

.IBS Service Delivery Principal SpecialistJob Title: IBS Service Delivery Principal SpecialistLocation: MadridTime Type: Full timePosted On: Posted 6 Days AgoTime Left to Apply: End Date: October 16, 2024 (14 days left to apply)Job Requisition ID: R22604BSS – Business Services SupportBSS is part of internal IT (Digital & Transformation Services – DTS). Our team ensures that internal business services are available and that business users can perform their work. Beyond resolving tickets, we have the perfect view of how DTS services work in the field. We use that information to help improve them.Hospitality Internal IT ServicesHospitality internal IT services provide end users with a full end-to-end business solution from sales opportunities to billing, including contract management, revenue recognition, collection, and tax. The primary technologies are Salesforce and Zuora.Scope and Responsibilities:Scope: Service Delivery Principal is accountable for ensuring that end-users can perform the activities they need to run the Hospitality business. To accomplish this objective, s/he oversees outsourced providers and implements industry best practices service management activities through continuous improvement processes.Customer and Production Support:Manage and follow-through on the recovery of functional incidents raised by the business or internally, with a specific focus on serious issues or high business impact tickets. Ensure and coordinate partner communications and escalations to Level 3 support groups are effective and efficient.Manage Follow-the-Sun or 24/7 activities for the customer and production support, respecting Operational Level Agreements with internal partners and Service Level Agreement with external customers. Lead and participate in the support time-zone hand-over meetings. (Note: The person will not be on-call but may need to be flexible in work hours, in particular working some days with US teams)Manage or assist team members in the BSS delivery streams in serious or crisis situations, and coordinate or support the elaboration of Incident Management Reports (when applicable).Is the customer access point for all matters related to support and operations for the relevant business solutions.Manage customer satisfaction and service experience with a specific emphasis on customer care and the collection of customer feedback.Proactively lead the harmonization of end-to-end support processes and interactions with other support organizations as well as users and external vendors.Identify areas to improve and lead the design and implementation of continuous improvement in any relevant service management processes.Ensure services, processes, and systems comply with enterprise policies and legal requirements.Ensure service excellence by using data to manage the service and measure improvements.Advise internal partners on potential support issues and risks.Protect the solution teams from direct solicitation from users

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    hace 2 días

    Zaragoza, Zaragoza, España 1011 Amadeus It Group S.A. A tiempo completo

    IBS Service Delivery Principal Specialist Job Title:As a key member of our Digital & Transformation Services team, you will play a crucial role in ensuring the availability of internal business services and enabling business users to perform their work efficiently.Our team is responsible for providing end-to-end business solutions from sales opportunities to...

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    hace 2 días

    Zaragoza, Zaragoza, España 1011 Amadeus It Group S.A. A tiempo completo

    IBS Service Delivery Principal Specialist Job Title:As a key member of our Digital & Transformation Services team, you will play a crucial role in ensuring the availability of internal business services and enabling business users to perform their work efficiently.Our team is responsible for providing end-to-end business solutions from sales opportunities to...

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