Manager, Delivery Management

Job Title

Manager, Delivery Management

Summary Of The Role

The Manager, Delivery Management for the Americas is responsible for leading and managing the AirOps Service Delivery Management (SDM) organization for the Border Authority S&M portfolio across the region. This role combines leadership of a team of Service Delivery Managers, direct management of key customer accounts, and oversight of service delivery performance to ensure customer satisfaction, contract adherence, and business growth. The Senior Service Delivery Management for Americas will be a key stakeholder working alongside Sales and Pre-Sales to structure appropriate service offerings and will actively participate in strategic account planning and delivery governance. The ideal candidate brings deep service delivery management experience, is ITIL certified, thrives in a complex, dynamic environment, and can influence outcomes across multiple stakeholders.

Common Accountabilities

In this 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: Implement and promote ITIL-based service management best practices across the region.

• Financial Accountability: Own the regional budget for Service Delivery Management. Ensure cost efficiency and contribute to the financial health of the organization.

• Executive Reporting: Provide regular executive-level summaries highlighting key performance indicators, 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.

• Team Leadership: Lead, mentor, and develop the regional SDM team, establishing clear goals and career development plans.

• Policy and Strategy Influence: Influence regional resource planning, budgeting, and policy definition based on business needs and strategic vision.

Specific Accountabilities

• Direct Account Management: Personally manage key strategic accounts within the Americas region while overseeing other SDMs managing their assigned accounts.

• 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.

• Strategic Vision: Develop and communicate a mid- to long-term vision for regional service delivery, aligning activities with broader business strategies.

About The Ideal Candidate

• Bachelor’s degree in Business, IT, Engineering, or related field and/or equivalent work experience

• ITIL Certification (required)

• 10+ years of experience in Service Delivery Management, preferably in complex, multi-country IT or aviation environments.

• Proven leadership experience managing teams and driving high performance.

• Experience in managing and negotiating with external customers and internal stakeholders at executive levels.

• Relevant financial management skills, including budget ownership 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; Spanish or Portuguese is a plus

• Ability to travel a needed

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, th