IBS Service Delivery Principal Specialist

hace 2 días

Madrid, Madrid, España 1011 Amadeus It Group S.A. A tiempo completo
IBS Service Delivery Principal Specialist

Join the 1011 Amadeus IT Group S.A. team as an IBS Service Delivery Principal Specialist and play a key role in ensuring the smooth operation of our Hospitality internal IT services. Our team is responsible for providing end-to-end business solutions to our users, from sales opportunities to billing, including contract management, revenue recognition, collection, and tax.

Scope and Responsibilities:

As an IBS Service Delivery Principal Specialist, you will be accountable for ensuring that end-users can perform the activities they need to run the Hospitality business. To accomplish this objective, you will oversee outsourced providers and implement industry best practices service management activities through continuous improvement processes.

  • 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.
  • 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.
  • Use consistently ITIL best practices.

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