Amadeus - IT Delivery Manager

Location: Singapore
Business sector: Project Management
Job reference: 614214
Published: 6 months ago
What You'll Be Doing

  • Understand the Amadeus strategy and vision around the full scope of Airline IT solutions and applying it to Delivery Management.
  • Understand customer business, strategy, and challenges to ensure prioritization of deliveries in line with customer's needs.
  • Assist Account Management in defining the Account Development Plan (ADP) according to agreed timing and standards.
  • Develop existing relationships with both Customer IT & Business Management teams at the appropriate functional & operational level to reinforce & sustain strategic partnership with customers.
  • Manage projects with quality & consistency, aligning all Airline IT deliveries needed by the customer.
  • Monitor the customer performance against SLA targets and ensure Amadeus delivers the agreed service.
  • Act as a central point of escalation for all recovery, resolution and delivery matters which include severe Incident and Problem Management records.
  • Contribute to the elaboration of an action plan to ensure a sustainable high level of customer satisfaction.
  • Proactively manage the ongoing pipeline & status of all functional and operational deliverables according to customer commitments & expectations, including standard solutions, bespoke development, consulting & other Services.
  • Mobilize and coordinate line organization (product management, development, implementation, operations, etc.) to assure delivery of 1A commitments in line with customer expectations.
  • Act as prime point of escalation for all ongoing functional and operational issues (e.g., CRs & Work Orders, PTRs, IRs).
  • Create, manage and keep up to-date the Internal Airline IT Dashboard per customer in order to provide accurate status of all deliverables (functional, operational, cost & commercial), risks & issues.
  • Contribute to the invoicing process of the delivered product implementation & bespoke development.
  • Analyze customer solution and service requirements, propose improvements, identify up-sell opportunities and contribute to response to RFPs/RFIs.
  • Support salesforce & Account Managers in the promotion & sale of IT Solutions to existing Altea customers.
  • Assist the customer in formalizing any functional requirements, initiate the CP process, obtain sizing in due time, and build commercial proposal.
  • Assist Amadeus Marketing and Product management in gathering Competitive information and in customer satisfaction survey.
  • Facilitate high degree of interaction and actively share account information with Extended Account Team, Product Management, Implementation and R&D.
  • Collaborate to knowledge creation, sharing and maintenance with commercial support teams (Portfolio Management, Sales Engineering, Legal, etc.).
  • Identify, share and re-use functional Best Practices, experiences, and lessons learned within Airline IT and if appropriate with Distribution (through forums, calls, communities, etc.).
  • Stay up-to-date with Product Roadmap and Portfolio expansion.
  • 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).
Skills You'll Need
  • Minimum Degree in IT, Computer Science or Business Administration with experience in Project/ Program Management or Business Solution.
  • MBA will be an added advantage.
  • Experience in airline industry preferred.
  • Excellent communication and presentation skills.
  • Possess a strong influence and conflict management with good project management and negotiation skills
  • Ability to work with an autonomy and structured work approach while still reporting the activity at management level.
  • Able to multi-tasks, to work with deadlines and manage pressure.