Client Service Delivery Specialist

Job Title

Client Service Delivery Specialist

Purpose of the role

• Serves as the primary point of contact for assigned clients, ensuring consistent and proactive communication.
• Manages client expectations and ensure satisfaction through timely delivery of services and resolution of issues.
• Ensures services are delivered in accordance with contractual SLAs and KPIs.
• Leads resolution efforts for major incidents and service disruptions.
• Drives initiatives to improve customer experience and satisfaction.
  
  

In this role youll

• Act as a primary customer point of contact for production issues
  
  

Monitor and lead resolution of major incidents and escalations, ensuring minimal disruption to client operations.

Facilitate customer disruptions and fare sale events

Foster a culture of accountability, collaboration, and continuous improvement.

• Outage Management
• Work with cross-functional teams to diagnose and resolve the issues in an outage event.
• Prepare incident reports for client use, including root cause, impact, actions taken, resolution and improvement plan
• Review progress on incident action items and deliver updates to customer on improvement plans.
• Product Improvement -
• Escalate critical product issues and advocate for its timely resolution
• Provide feedback to Product Management team from clients during product reviews and incident resolution.
• Manage the product functionality from customer and provide a feedback to Global Product Manager focusing on product improvement. Maintain consolidated incident priority lists for customer issues to assist Support, IT, Development, Product.
• Billing Improvement - Effectively review Navitaire billing data with the Account Manager and reduce billing disputes
  
  

About The Ideal Candidate

• University degree in Engineering, Information Technology, Computer Science, or same field.
• Minimum 5 years of experience in Airline IT, with a strong understanding of airline operations, systems, and customer service delivery.
• Proven background in Application Support and Operations Support, including incident management, service restoration, and performance monitoring.
• Deep knowledge of the Travel Industry, particularly in airline systems and digital transformation initiatives.
• Solid working experience with Navitaire’s New Skies Reservation
• System, including its modules, workflows, and integration points.
• Excellent communication skills, capable of navigating complex, multi-cultural environments and engaging with stakeholders at all levels.
• Strong conflict management abilities, especially in high-pressure situations involving clients or service disruptions.
• Open to work in a hybrid set-up. Willing to do occasional work during weekend.
  
  

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity 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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