SEE – Services and Ecosystem – is the R&D organization dedicated to delivering services above Amadeus' product portfolio.
With a main focus on Airline IT product portfolio (90% of the activity), its core expertise encompass: Programme / project management, migration and implementation management, product/components implementation, Digital Design delivery services, product expertise, customer assistance, either technical and/or functional.
Each and every mission delivered within SEE imply sound customer interactions and thus strong exposure, making SEE a key contributor to Amadeus Customer Satisfaction.
SEE teams are widely spread around the globe across 17 locations, either in R&D hubs or close to customer's premises.
As services represent a significant and steadily growing portion of AIT revenue, SDM – Service Delivery Management – division of SEE aims at managing the growth while maintaining a best-in-class capacity to answer specific customers' needs.
Within R&D-SEE-SDM team, operate, deliver, manage and develop one (or more) a service line(s).
For one or more service offering (Custom development, Expert Service, Consulting…), complete the following tasks:
- Service Operations Management
o Follow-up the status of each service delivery across the following dimensions :
- Customer engagement
- Delivery (timeline / scope / costs)
- Forecasts and Contribution
- Risks and mitigations
- Customer satisfaction
o Align Service Capacity – Budget with Demand across the service lines /organization
o orchestrate and enforce the Demand Management process
o Animate and / or participate to relevant boards (SRB, PCP corner),
o Influence stakeholders and elaborate recommendations
o Initiate budget / capacity arbitrations
- Service Portfolio Management
o Follow-up and report the status of the service lines / offering across the following dimensions :
- Demand / Capacity / Budget
- P&L Customer satisfaction
o Report consistently with other service lines / offering in the scope of SEE-SDM, and in close collaboration with other service managers
o Anticipate trends and elaborate recommendations
o Provide visibility to, and influence key stakeholders : PEG VPs, BU, Finance
o Chair Monthly Service Boards
o Share Best Practices across all service lines
o Extend IT Service governance principles to all service lines
- Service Development
o Understand and contribute to the Service Strategy execution
o Manage (or participate as R&D entry point to) bids : coordinate and elaborate proposals to customers
o Participate to and support the extension of Service portfolio
o Under the umbrella of the BUs (AIT, NBU), and aside service experts, secure the approach and bring in service management expertise
Profil recherché :
University Degree in Business, Computer Science, or related field, or equivalent experience
Relevant work experience
Experience in a major player of the software service industry, with strong customer exposure
Project Management experience, or management of significant consultancy missions considered a plus.
Min 7 years of relevant work experience
Good English language skills