Service Governance Manager
Amadeus IT Group
4d ago
source : myJobmag
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  • Amadeus Group - Way back in 1987, Amadeus was created to solve a common problem shared by airlines; how to sell seats more easily, more internationally and more cost effectively.

    Amadeus created the solution. It was about innovation.

    We evolved creating new systems and developing new solutions. We’re one of the world’s 15 largest software companies and we are growing, making travel, tourism and hospitality more rewarding for people and business everywhere.

    1.3 billion passengers boarded, 595 million bookings processed, €700 million invested in R&D This is Amadeus and that was just in 2016.

    Are you ready for the next step in your career? Then you need to keep reading!

    When we're looking to hire at Amadeus, we look internally first. Our teams get the benefit of your experience and you get more chances to grow and progress.

    So, if you are ready for a new challenge and want to drive your career, apply now!

    Brief / Purpose

    The Service Governance Manager role is a unique opportunity to lead notable change in a quickly evolving organization in Amadeus.

    As the lead for Service Governance, you will enable service strategies to be well integrated to the day-to-day customer service operations, by providing a set of guidelines, business processes and operating frameworks.

    This role is also responsible for design and propose service offering and service model, includes the management of service model implementation project.

    This role is central to strategy and acts to collaborate across key stakeholders to ensure the successful execution of our entire portfolio of services within our customer service organization.

    Main responsibilities / Key accountabilities

    Drive the design and implementation of governance frameworks

    Create and implement processes and frameworks on how Travel Channels Customer Service is working internally and together with other teams (including governance model and RACI)Structure governance and reporting to achieve tracking against changes and proactively highlight issues and risks in service operationsFacilitate steering level governance boards (such as Shared Services Governance Board)Leverage the development of appropriate customer feedback loop and performance monitoring KPIs Follow up customer satisfactionAct as key contributor in special projects like Voice of Customer, Customer Journey Mapping

    Bridge service demands with service strategies and priorities

    Ensure transversability and quality of services provided to our customers are guaranteed Collaboration and inclusion of different stakeholders, influence and drive decisionsAssess potential gaps between service strategy and any innovation / digitalization initiatives Manage the continuous improvement of business processes

    Manage the design and implementation of service models for segments

    Assessment : Provide support and information about available services portfoliosDesign and Governance : Evaluation of new service needsAct as strategic consultant, co-

    create with segment service responsible new service offering and service model for targeted customer and segment (including service product, pricing, place of delivery, supporting processes, quality measures and necessary resources etc.

  • Approval : Facilitate new / improved service offering / model validation by stakeholdersProject management : Lead the service model implementation and / or evolution project, including creation of project planning;
  • monitor and control the project until completion; ensure the project is managed to budget, time and quality; create and maintain all project documentationIdentify and propose for continuous improvement of service offering and service model based on understanding and anticipation of internal and external business challenges

    Contract & Vendor Management for cross-segment / BU services

    Contribute to RFI / RFP for new services and contract renewals.Participate to contract elaboration with Purchase Department to respond to Vendor Services’ needs.

    Monitor Vendor contracts in collaboration with the operational teams (Process, performance, budget)

    Experience & Knowledge / Desired Skills and Experience

    A master's degree or equivalent experienceMinimum 4 years of professional experienceProject management skills (PMP certified is a plus)Ability to understand financial impact such as budget, cost structure and business case initiativesStrong communication, collaboration and problem-

    solving skillsAbility to build credibility and trust, and create confidence based on win-win approachEmotional intelligence and ability to drive and collaboration across a diverse team and set of culturesStructured and good analytical skillsAutonomous yet team playerOpen-minded, can do attitude

    Experience of customer service domain would be beneficial

    Experience in IT process and tools in performance and improvement would be a plus


    Excellent written and spoken English

    Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

    Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation.

    Recruitment agencies : Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location.

    Amadeus is not responsible for any fees related to unsolicited resumes.

    Method of Application

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