Serviceability Manager H/F - Amadeus

Job Title

Serviceability Manager
Business Environment

The Serviceability Manager plays a key role in enabling readiness and efficiency for the Global Support Organization while enhancing the Customer Experience. They will serve as the representative of Customer Care Management in the Business Domains and will bring expertise to support Amadeus' solutions, as well as provide input to improve serviceability and efficiency.

Main Responsibilities
- Brings experience and knowledge of Amadeus Products and Solutions.
- Brings experience and understanding of Amadeus Support processes and tools.
- Serve as a central point of contact to consolidate and manage support solution requirements or improvements.
- Follow up on support and investigation tools enhancements using a data-informed prioritization approach.
- Develop and manage support tools prioritization based on agent feedback and identified challenges.
- Identify monitoring and alerting needs per Business Domain using a data-informed prioritization approach and follow up on implementation while assessing and validating the impact on the Support Organization.
- Generate relevant metrics to provide visibility on support tools effectiveness and to guide improvement requests.
- Generate relevant metrics to provide visibility on monitoring and alerting activities.
- Assess feasibility, cost, and benefits to guide monitoring and tooling requests.
- Identify and engage with relevant stakeholders within business domains and gain knowledge on relevant solutions.
- Support service readiness for a given solution (tools, processes, monitoring).
- Develop a network of Subject Matter Experts (SMEs) within the Customer Care Management organization.
- Inform support organizations of new solutions or changes prior to roll-out.
- Foster productive interactions with stakeholders within Customer Operations and Business Domains' organization.
- Contributes to decisions related to own activity, anticipating dependencies and consequences in complex scenarios.
- Contributes to cross-functional projects, proposes improvements to processes, and is accountable for own and team commitments.
- Works independently with guidance from the Senior Manager, with support on more complex situations.
- Contributes to a collaborative and inclusive environment, modeling positive behaviors.

What we can offer you ?

A critical mission and purpose - At Amadeus, you will BE powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however IT works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

How do we hire?
- Online application :Submit your online application and our Talent Acquisition team will get in touch if your skills match the role.
- Phone Interview :We'll get to know each other with a short casual conversation. You'll also have the chance to ask questions.
- Online Testing :Depending on the role you applied for, you may have to do some online tests.
- Interviews :First, you'll meet one of ourtalent teams. Then you'll have an interview with a member ormembersof the team you're looking to join.
- Offer :Our Talent team will make you a job offer and welcome you to your new role with us.
- Join our global team :Where you candevelop your skills and build an international career that matters.

100% of the people we've recruited started by applying. Take a chance !

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Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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