Service Delivery & Support Specialist

As a Service Delivery Specialist for the Service Delivery & Support France department, you will be responsible for overseeing the company’s telecommunications expenses, managing videoconferencing systems, and providing support for data center operations and workplace services IT needs. This includes auditing current vendor expenses, identifying billing discrepancies, negotiating contracts with vendors, and ensuring compliance with Digital Workplace Services defined policies. You will also ensure day-to-day operations coordination, implementation of new services, and ensure smooth event management for our business partners. Finally, you will ensure optimal performance, cost-efficiency, and reliability of our IT services.Job TitleService Delivery & Support SpecialistYour Main ResponsibilitiesCommon accountabilities:Responsible and accountable for Business Continuity for all services within his respective scope.Coordinate a team in charge of supporting incident resolution, problem management, and effective application of global standard processes, engaging appropriate communication with Business Partners, Service Owners, and VIPs.Propose, decide, and coordinate with corporate management on effective actions to meet all targets (SLA, KPI, any other metric agreement).Responsible for managing the standard service requests processing included in the Service Catalogue and agreed upon in the Service Level Agreement.Decide to take charge and manage exceptions depending on sourcing, financials, and timeline requirements. Lead and support local large events requiring extra competency and skill.Operation’s performance management:Coordinate the team in operational activities to be performed according to the governance model implemented, including collection of appropriate data and metrics, monitoring and reporting of ongoing operational performances.Objective is to deliver Excellence of the Service at the top level whenever possible.Challenge and support any deviation observed, possibly driving into management escalations.Accountable for the resolution of any issue and ensure effective long-term stability of the quality of service provided for both hardware and software areas.Operate and Support processes continuous improvement:Identify opportunities for improving the performance of this stage of a service lifecycle, assisting process owners with these improvements’ implementation.Ensure coordination with all key stakeholders within DTS that will execute and are aligned and involved when necessary.Commit to strong reliability of the assets inventories' accuracy ensuring correct lifecycle management end to end.Drive and manage any partner executing outsourced services, monitoring productivity efficiency along enhancements' implementation.Specific competencies:Solid management of financial planning with a high control of costs versus the budget and the Long-Term Plan objectives.Informed of any investment to be done per site.Report potential deviations and need to make decisions based on the criticality of the investment or raise of funding needed to be accepted.Responsible for not overspending on a yearly basis for both Capex and Opex.Check all actuals and review forecasts to meet minimum delta with budget.Local Vendor management:Ensure that the delivery of any contracted services is met as per performance measurements signed off within the Enterprise contract.Monitor and coordinate any suppliers involved to meet all agreed service levels.Follow and assess local vendors if global contracts do not cover end-to-end service.Connect and work with procurement and contract management to ensure full compliance on security matters, protecting Amadeus company.About the Ideal Candidate:Master's degree in computer science, information systems, business administration, or another related field.Well-built head to manage day-to-day operations, support role, and monitor progress. Ownership.Minimum 2 years’ experience in large IT providing operations and support.Technical background within Managed Services or IT outsourcing industry or vendor management.Good team player.Good relationship builder with strong diplomacy skills.Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the center of everything.Bilingual French/English.What we can offer you?Be rewarded with competitive remuneration, an individual and company bonus, and enjoy many benefits.Work from anywhere: Flexible teleworking from 1 to 3 days per week. You will also benefit from a home office set-up premium & monthly allowance.6 weeks holiday, plus pension contribution and healthcare insurance.Experience in an environment with unique complexity and criticality among the leading tech companies.Professional development in a truly international and multisite environment with a great mix of people.A wide set of training available to broaden your knowledge and enhance your soft skills including onsite and online learning hubs packed with technical and soft skills to help develop any competencies.Enter a diverse and inclusive workplace.Enjoy your office life: Coffee hubs to work or relax, quiet zone, flexible desks and agile areas, on-site restaurants, tennis, soccer, yoga, dance, on-site sport center and classes, and on-site concierge services.How do we hire?Online application: Submit your online application and our Talent Acquisition team will get in touch if your skills match the role.Phone Interview: We'll get to know each other with a short casual conversation. You'll also have the chance to ask questions.Online Testing: Depending on the role you applied for, you may have to do some online tests.Interviews: First, you'll meet one of our talent teams. Then you'll have an interview with a member or members of the team you're looking to join.Offer: Our Talent team will make you a job offer and welcome you to your new role with us.Join our global team: Where you can develop your skills and build an international career that matters.Diversity & InclusionAmadeus 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. #J-18808-Ljbffr