IBS Service Delivery Principal Specialist Job Title: IBS Service Delivery Principal Specialist
BSS – Business Services Support
BSS 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. Beyond resolving tickets, we have the perfect view of how DTS services work in the field. We use that information to help improve them.
Hospitality Internal IT Services
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. The primary technologies are Salesforce and Zuora.
Scope and Responsibilities:
Scope:
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.
Customer and Production Support:
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. (Note: The person will not be on-call but may need to be flexible in work hours, in particular working some days with US teams)
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.
Service Transition and Deployment Support:
Design and implement the operational aspects of the service transition process for some new deployment projects or service introductions, ensuring knowledge transfer (KT) sessions are organized, functional and technical documentation is developed, and process flows, and service targets are documented, approved, updated and stored in the support services catalogue.
Advise solution teams on service design major changes to enable a smooth service transition.
Control the lifecycle of all changes to enable beneficial changes to be made with minimum service disruption. Assess major changes, like the introduction of a new service or a substantial change to an existing service before those changes are allowed to be moved to production.
Skills Needed:
Massive general support experience, including ITIL and other known frameworks
Strong supplier Management
Vast Salesforce and/or Zuora, Vertex from a technical, support and/or operational perspective experience
Knowledge of some of the business processes in scope (Sales, contract management, collection, revenue recognition, billing, tax…)
Ability to communicate with all levels of the organization from technical SMEs to upper management, as well as end-users and business partners
Ability to deal with a high visibility and high criticality environment
Diversity & Inclusion:
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by 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 receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
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