Manager IBS Service Delivery

Job Title

Manager, IBS Service Delivery

Key Responsibilities

End‑to‑End Service Ownership

Be accountable for the full lifecycle of Digital Workplace services, including collaboration tools, corporate devices, and infrastructure and platforms. Ensure services meet agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Experience Level Agreements (XLAs), while overseeing incident, problem, change, and request management. Vendor & Partner Management

Work closely with managed service providers and outsourced partners by monitoring key performance indicators (KPIs), service levels, contractual commitments, and cost considerations. Coordinate governance forums, performance reviews, and collaborative resolution of cross‑vendor service topics. Team Leadership & People Management

Guide, support, and develop internal Digital Workplace support teams by establishing clear roles and responsibilities (Responsible, Accountable, Consulted, Informed – RACI). Collaboratively set goals, provide coaching, and contribute to fair and transparent performance review processes. Stakeholder Management

Act as a key point of contact for business stakeholders and senior leaders, sharing clear and regular updates on service performance, risks, and improvement initiatives. Translate business needs into practical, user‑focused service roadmaps. Operational, Financial & Continuous Improvement

Manage service budgets responsibly, support capacity planning and resource allocation, and contribute to proposals for service improvements and workplace modernization. Encourage best practices such as Information Technology Infrastructure Library (ITIL), automation, proactive monitoring, and inclusive service design.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience
• Several years of experience in IT Service Management or Digital Workplace environments, including experience coordinating or supporting teams
• Experience working with vendors and managed service providers
• Working knowledge of collaboration platforms such as Microsoft 365, Microsoft Teams, and SharePoint, along with corporate device lifecycle management (Windows, macOS, and mobile devices)
• Familiarity with service management frameworks such as ITIL (certification preferred but not required) and experience working in regional or global environments
  
  

Key Competencies & Soft Skills

• Effective and inclusive leadership and people‑development skills
• Clear, respectful communication with technical and non‑technical stakeholders
• Strong sense of accountability and shared ownership
• Structured approach to issue resolution and decision‑making
• Ability to work collaboratively in a matrixed and multicultural environment
  
  

What we can offer you

• 🎯 A critical mission and purpose – At Amadeus, youll power the future of travel with 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, from on‑the‑job training to formal activities, and daily interactions.
• 🤝 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well‑being.
• 💰 A complete rewards offer – Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• 🌟 A flexible working model – Embrace our flexible working model, enabling you to excel wherever and however you work best.
• 🌈 A diverse and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• 📈 A reliable company – Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.
  
  

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law. 

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