Service Delivery and Support

You will be part of the Systems & Infrastructure team and, together with your colleagues Felipe and Jennifer, you will help all Voxelians with the problems they may have in their corporate teams. Works reporting directly to Service Delivery Manager and it’s responsible for working with External Service Delivery provider to facilitate service delivery. 

Responsible for communicating service results and managing stakeholders’ expectations within Amadeus. 

Especially this position will be in charge of managing Amadeus Service Delivery specific activities such as: 

• Site IT operations management:  
  • Coordination of site activities, assets lifecycle, providers relationship and acting as key point of contact for the local business stakeholders. 
  • Coordinate service delivery teams to provide best in breed end to end services on workplace, network and infrastructure services. 
• Request, Incident and Problem Management 
• Service Level Management monitoring to ensure availability, performance and reliability of the systems under scope. 
• Change & Knowledge Management activities. Enable and foster changes coordination, act and support lessons learned along knowledge sharing. 
• Quality Management. Contribute to the establishment and use of best practices in IT services change management. Be a key driver bringing customer facing attitude and help drive the change ensure all Service Level Agreements are met with expected high quality. 
• IT Service Continuity and Service Strategy. To support the Service Delivery Manager in ensuring business continuity for the Iberia region. 
• Projects and programs onsite delivery.  
  • Contribute to onsite assessment, coordinate and execute the delivery of projects, epics and OKR inclusive of third partners when required. 
  • Operational readiness for Go-Live. 
  • Change and communication coordination to local business. 
• Supplier’s management and procurement.
  • Stock management.
  • Vendor research and selection. 
  • Contract management.
  • Purchase orders end-to-end management. 
• Continuous improvement. Proactively identifying opportunities for improving the performance of this stage of a service lifecycle and assists process owners with these improvements’ implementation. Standards framework and service roadmap assurance. 

Communication to Service Delivery Manager and DTS management with efficiency and accuracy in all the service delivery activities by reporting any progress/delay or escalation.