Service Delivery Manager

Service Delivery Manager The Service Delivery Manager is a senior role responsible for the end-to-end delivery, governance, and continuous improvement of Support and Maintenance services for complex Airport, Border Control, and/or Seaport customers within the Air Operations Service Delivery Management organization across the Americas region. This role ensures service performance aligns with contractual obligations, operational standards, and customer expectations, with a strong focus on service quality, reliability, and risk management in mission‑critical environments. Acting as a key liaison between customers and internal delivery teams, the Service Delivery Manager collaborates closely with Sales, Pre‑Sales, Field Services, and Support organizations to align service capabilities, drive effective service governance, and ensure seamless post‑go‑live operations. The ideal candidate brings deep service delivery management expertise, ITIL certification, and the ability to lead cross‑functional teams and stakeholders in a complex, high‑availability operational landscape. In His Role You'll Customer Delight: Ensure high levels of customer satisfaction by planning, executing, and continuously improving service delivery activities. Service Delivery Performance: Manage the end‑to‑end planning and execution of contracted services, ensuring cost, schedule, performance, and quality commitments are met. Service Management Framework: Adhere to ITIL‑based service management best practices for assigned customers. Financial Accountability: Ensure cost efficiency and contribute to the financial oversight for services delivered to customers. Reporting: Provide regular summaries highlighting key performance indicators, service level agreements, risks, issues, and mitigation plans. Escalation Management: Act as the prime point of escalation for service issues, managing and resolving escalations with customers and internal teams. Governance and Service Reviews: Develop and implement regular service reviews with customers. Conduct strategic satisfaction interviews and report performance results to both the customer and internal leadership. Policy and Strategy Influence: Contribute to resource planning, budgeting, and policy definition based on business and customer needs. Work with a high level of autonomy, based on management directions. May contribute to planning of resources and budget. Direct Account Management: Personally manage assigned key strategic Airport, Border Control and/or Seaport accounts as Service Delivery Manager within the Americas region. Sales Support: Collaborate with Sales and Pre‑Sales to ensure the right services are proposed, scoped, and contracted to meet customer needs effectively. Scope Management: Manage contract scope and any changes, ensuring clear documentation, impact analysis, and approvals. Operational Reviews: Lead and/or participate in monthly operational service reviews with the customer and internal service delivery teams. Growth Enablement: Identify service expansion opportunities at existing customers, working closely with Account Management to position new offerings. Portfolio Alignment: Recognize business needs and identify appropriate Amadeus portfolio solutions to meet customer demands. Issue and Risk Management: Continuously assess service risks and proactively manage or escalate as appropriate. Invoice Support: Collaborate with finance and operations to support accurate and timely invoicing for all delivered services. About The Ideal Candidate Bachelor’s degree in business, IT, Engineering, or related field and/or equivalent work experience. ITIL Certification preferred. 10+ years of experience in Service Delivery Management for post go‑live solutions, preferably in complex, multi‑country IT or airport/aviation environments. Minimum of 5 years’ previous experience in contract fulfillment, working with SLA’s and customer agreements. Experience in managing and negotiating with external customers and internal stakeholders at managerial levels. Previous experience working with airports, border control, managing support and maintenance of the (airline, airport, border control, seaports, etc.) contracts. Previous experience in providing support on the post go‑live side. Relevant financial management skills, including budget and financial reporting. Excellent communication, interpersonal, and customer relationship skills. Ability to operate with high autonomy, exercise sound judgment, and handle complex decision‑making processes. Strategic thinker with the ability to translate vision into actionable goals. Fluent in English (Written and spoken). Willingness to travel as needed in support of the role (generally up to 30%, depending on business needs). Location: Toronto. Working At Amadeus, You Will Find A critical mission and purpose – at Amadeus you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. A truly global DNA – everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. Great opportunities to learn – learning happens all the time and in many ways at Amadeus, through on‑the‑job training, formal learning activities, and day‑to‑day interactions with colleagues.