Service Delivery Principal Specialist

hace 2 días

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

BSS – Business Services Support 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.

Hospitality 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.

Scope and Responsibilities:

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.

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 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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