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    Manager, Airport Delivery Management - Sydney, Australia - Amadeus

    Amadeus
    Amadeus Sydney, Australia

    5 days ago

    Default job background
    Full time
    Description

    Job Title

    Manager, Airport Delivery Management

    Main Responsibilities

    The onsite Airport Delivery Manager is accountable for the budget, performance, and results of a medium-sized field service support team of employees. Influences the resource, budget and policy planning and sets concrete development plans for the team members.

    The onsite Airport Delivery Manager has a mid/long-term vision of the activity and the business, influences the department's strategy based on a broad understanding of the environment. Exposed to complex decision making.

    The role of the onsite Airport Delivery Manager is to provide quality and consistency of on-going service delivery and field service management for the range of Amadeus Airport IT products and services to a specific airport customer, in this case Brisbane Airport. The onsite Airport Delivery Manager will act as Single Point of Contact for the customer to address all their queries, concerns and service request raised and work with Amadeus internal team to provide resolution to the customer in timely manner.

    The onsite Airport Delivery Manager mobilizes line organizations to assure delivery of Amadeus commitments in line with customer expectations.

    The onsite Airport Delivery Manager will work in the Amadeus office located within the airport and will be responsible for a team of field services engineers working on 24x7 shift to attend to customer incidents, escalation, problem and change, release and asset management, SLA reporting and service improvement as follow.

    Purpose of the role

    Incident Management

    Overall responsible for customer incident management with Amadeus product and services and to work and follow up with internal resolver groups including respective R&D teams to achieve shortest time restoration in order to meet customer contractual service level agreement.

    Problem Management

    Identify problems and bugs in customer system and application through incidents and follow up with internal resolver group to provide releases and fixes to address these issues.

    Change Management

    Oversee customer Change Management process and to work with our Business Analyst to understand and scope customer requirement and worked with R&D team to provide change proposal to customer.

    Release Management

    Co-ordinate and also involved in system and application troubleshooting, log analysis and User Acceptance Testing with customers and work with internal platform and release team for load to customer production platform.

    Asset Management

    Responsible for all the assets in the airport and ensure all assets movement are up to date in the inventory list.

    Preventive Maintenance

    Responsible to roster, drive and ensure that the field services team perform the required preventive maintenance to avoid or mitigate the consequences of equipment failure.

    Service Level Reporting and Service Improvement

    Prepare monthly service review and performance reports based on Amadeus product and services and attend customer monthly end user and Service Review Performance meeting and lead continual service improvement process.

    Vision and Strategy:


    • Understand the Amadeus strategy and vision


    • Understand customer business, strategy, and challenges


    • Assist Account Management in defining the Account Development Plan (ADP)

    Customer Management, Delivery & Reporting:


    • Develop existing relationships with both IT & Business executives


    • Provide quality & consistency of on-going delivery in IT and Airport IT


    • Facilitate the transition from implementation to customer management phase


    • Obtain committed delivery timescales internally, communicate accordingly with Customer


    • Plan and coordinate Steering & regular meetings with customer


    • Ensure that delivered solution or service to the customer corresponds to what has been defined in the contract & that the customer understands its full capability.

    Business Development:


    • Analyze customer products and service requirements


    • Identify up-sell opportunities


    • Support salesforce & Account Managers in the promotion & sale of IT Solutions


    • Assist the customer in formalizing any functional requirements


    • Assist Marketing Portfolio and Product management in gathering Competitive information and in customer satisfaction survey.


    • Identify consulting opportunities.

    Internal Communication:


    • Ensure and facilitate high degree of interaction with Amadeus stakeholders


    • Actively share account information within Amadeus


    • Collaborate to knowledge creation


    • Identify, share and re-use functional Best Practices

    Resource and skills development:


    • Stay up to date with product evolutions and Portfolio expansion.


    • Adopt and implement the Account Management vision and strategy


    • Adhere to standard Delivery Management processes, procedures, tools, and techniques


    • Participate in a continuous improvement process for measuring and improving performance, satisfaction, and skills (via targeted training)

    Experience Required

  • University degree or equivalent field experience (preferably in Information Technology or Computer Science)


    • • Citizen or Permanent Resident Status Required in Country of Hire


    • Minimum 03 years' experience in airport IT industry or domain preferred


    • Minimum 03 years' experience in people management handling a team of field services technicians and/or engineers attending to customer incidents, problem and change management related to airport IT system and network environment preferred.


    • Previous specific experience in - Delivery Management, acting as a Service or Technical Operation, Delivery, Project/Program Manager in the (Airport) IT industry.


    • Previous experience in Common Used Passenger Processing System (CUPPS), Common Used Self-Services (CUSS) kiosks, Self Service Bag Drops (SSBD), Automated Boarding Gates) Passenger Reconciliation System (PRS) required.

  • Business and IT Operations understanding of the Airport business processes, Airport IT, Ground Handlers, Airlines and Travel industry.

    • Diversity & Inclusion

    We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

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