Travel Channels Operations Manager
Amadeus IT Group SA
San Jose; Costa Rica
hace 10 días

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies : we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting?

Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel Amadeus

Purpose

The Service Management Center (SMC) acts as 2nd Level Service Desk to support Amadeus’ customers using Amadeus Products and Solutions.

The Amadeus SMC is a single point of contact for incidents, service requests and phone calls. The incumbent is involved in providing 2nd level support to highly complex functional and technical systems in high availability environments, requiring thorough analysis, troubleshooting, and diagnostics.

The incumbent is specifically responsible for recovering incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided.

The Service Management Center Distribution support group provides dedicated support to the Travel Agency customer sector.

The manager has to supervise and verify the support team operates according to its goals.

Key Accountabilities

  • Respond to Amadeus customers’ questions and escalations concerning Amadeus Products and Solutions and service quality. This includes customer escalation handled by SMC staff members
  • Ensure Amadeus teams acknowledge, investigate and recover incidents within the defined service levels and KPIs.
  • Improve operational systems, processes and policies in support of the organization mission and vision
  • Provide customer relationship management services
  • Provide Amadeus customers with operational updates during critical incident.
  • Supervise and coach team leaders and staff on a weekly basis to meet their full potential. Responsible for all performance reviews for team leader and staff.
  • Participate in CUS long-term planning, operational improvement programs and input into the budget creation
  • Manage budget responsibilities within established guidelines
  • Manage HR activity and procedures related to their area / department.
  • Suggest alternatives / improvements / new techniques in processes, flows, operational models and plans
  • Decisions are guided by policies, procedures and business plan; receive guidance from senior manager
  • Work independently and has significant latitude to solve problems
  • Represent the SMC during onsite support during customer system migrations and / or key meetings with customers
  • Provide input to Service design and other CUS team on the readiness of the SMC operations to support new customers or solutions
  • Monitor the quality of the services delivered and take corrective actions where needed
  • Regularly reporting to and coordinating with the Head of Americas Global IT Support Services to ensure performance is within or exceeds goals
  • Education

  • Degree in Business Administration, IT or computer science / engineering
  • Four year vocational degree in Tourism (Will be a plus).
  • Relevant Work Experience

  • 4 to 6 years management experience, preferably in Travel industry
  • Excellent understanding of the Travel / Tourism Business
  • Travel industry and GDS businesses evolution Understanding
  • At least 3 year experience managing staff
  • Other Skills

  • Spanish and English Proficiency
  • Programming and Webservices Technologies
  • Undestanding of Firewalls
  • Systema Arquitecture and Networks
  • Computer technical Kowledge
  • Amadeus or Travel Industry Information technology Business
  • Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

    The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation.

    Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place.

    E.g. a minimum time on position or Line Manager approval may be requested.

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