Assoc. Manager, Delivery Management

Job Title

Summary of the Role

The onsite Associate Manager, Delivery Management ensures quality and consistency in service delivery and field service management for Amadeus Airport IT products and services at Navi Mumbai Airport. Acting as the Single Point of Contact, this role addresses customer queries, concerns, and service requests, coordinating with internal teams to provide timely resolutions. The manager mobilizes line organizations to meet customer expectations and oversees a team of field service engineers working 24/7.

In this Role You’ll / Your Main Responsibilities

• Vision and Strategy: Understand Amadeus and customer strategies, assist in defining the Account Development Plan. Influence departmental strategy with a mid/long-term vision, making complex decisions based on a broad understanding of the environment.
• Customer Management, Delivery & Reporting: Develop relationships with IT and business executives, ensure consistent delivery, facilitate transitions, and coordinate meetings. Oversee Airport customer success in the region, from post-implementation to solution adoption, health monitoring, upsell opportunities, retention, and contract renewal.
• Strategic Guidance: Understand the needs of high-value strategic customers, guide the onsite support team, and promote early adoption of Amadeus products.
• Post-Sales Management: Lead the post-sales cycle, focusing on successful sales, renewals, and account expansion. Identify upsell opportunities, propose business improvements, and manage vendor relationships, supporting contract negotiations and vendor sourcing. Analyze customer requirements, identify up-sell opportunities, support sales, and gather competitive information.
• Performance Accountability: Manage the budget, performance, and results of a medium-sized field service support team, influencing resource allocation, budget planning, and team development.
• Team Leadership: Lead a team of Customer Success Managers and Airport Delivery Managers, ensuring excellence in airport, airline, and GHA operations.
• Service Delivery: Ensure consistent service delivery and field service management for Amadeus Airport IT products, acting as the Single Point of Contact for customer queries and service requests.
• Internal Communication: Facilitate interaction with Amadeus stakeholders, share account information, and collaborate on knowledge creation.
• Resource and Skills Development: Stay updated on product evolutions, adhere to standard processes, and participate in continuous improvement and training.
• Incident Management: Oversee customer incident management, ensuring timely resolution and adherence to SLAs. Escalate issues as needed and provide Root Cause Analysis and Post Incident Reports for high-severity incidents.
• Problem Management: Identify and address system and application issues, coordinating with internal teams to provide fixes and releases.
• Change Management: Manage the customer Change Management process, working with Business Analysts and R&D teams to scope and implement changes.
• Release Management: Coordinate system and application troubleshooting, log analysis, and User Acceptance Testing with customers.
• Asset Management: Maintain an up-to-date inventory of all airport assets.
• Preventive Maintenance: Ensure the field services team performs necessary preventive maintenance to avoid equipment failure.
• Service Level Reporting and Improvement: Prepare monthly service review and performance reports, lead service improvement processes, and attend customer meetings.

About the Ideal Candidate

• The ideal candidate possesses 10+ years of experience in Airport domain.
• You have a mid/long-term vision for activity and business, influencing departmental strategy with a broad understanding of the environment.
• You’ll be accountable for the budget, performance, and results of a medium-sized field service support team, influencing resource, budget, and policy planning.
• You have strong decision-making skills, experience in managing complex situations, and the ability to set development plans for team members.
• You are adept at understanding customer business strategies and challenges, and capable of identifying and acting on business development opportunities.

What we can offer you

· 🎯 A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose. 

· 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 

· 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions. 

· 🤗 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being. 

· 💰 A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits. 

· 🌟 A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best. 

· 🌈 A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment. 

· 📈 A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees. 

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potentialby 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. 

Amadeus is an equal opportunity employer. All qualified applicants will receiveconsideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.