Service Delivery Principal Specialist

hace 2 días

Madrid, Madrid, España Amadeus A tiempo completo
Job Title: Service Delivery Principal Specialist

Amadeus is seeking a highly skilled Service Delivery Principal Specialist to join our team. As a key member of our Business Services Support (BSS) team, you will be responsible for ensuring that internal business services are available and that business users can perform their work.

Key Responsibilities:

  • 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 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.

Requirements:

  • Massive general support experience, including ITIL and other known frameworks.
  • Strong supplier Management.
  • Vast Salesforce and/or Zuora, Vertex from a technical, support and/or operational perspective experience.
  • Knowledge of some of the business processes in scope (Sales, contract management, collection, revenue recognition, billing, tax...).

About Amadeus:

Amadeus is an equal opportunity employer. We are committed to fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

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