Job Title
Service Delivery Lead | Airport & Airline Operations
Service Management Lead
Location: Delhi / Mumbai
Job Description Summary
Lead the day-to-day delivery and continuous improvement of services for our customers, working across teams and stakeholders. You will be accountable for service performance, operational governance, and end-to-end service coordination post go-live.
Key Responsibilities
Service Delivery & Operations
- Own end-to-end service delivery, ensuring SLA adherence and stable operations
- Lead incident, problem, and request management, driving root-cause analysis and prevention
- Coordinate change and release activities to ensure minimal disruption
Performance & Governance
- Own service reporting, dashboards, and KPI tracking; communicate risks and improvements
- Ensure compliance with security, governance, and operational standards
- Maintain service documentation, runbooks, and knowledge assets
Continuous Improvement
- Drive continual service improvement (CSI), including automation and process optimisation
- Translate business needs into actionable backlog and priorities
Stakeholder Management
- Build strong relationships with business stakeholders as a trusted service partner
- Manage third-party vendors, including escalations, SLA adherence, and improvements
- Define and manage escalation pathways for major incidents and service disruptions
Skills & Experience
IT Service Management / Service Delivery experience
Strong ITIL knowledge (Incident, Problem, Change, Request)
Experience with KPIs, reporting, and service performance management
Stakeholder & vendor management expertise
Strong analytical mindset with problem-solving focus
Ability to work in a fast-paced, high-demand environment
Qualifications
Eligible for airport security clearance
Based in / able to commute to Mumbai airport locations
Strong English communication (written & verbal)
ITIL Foundation Certification (preferred)
ServiceNow / ITSM Tools Experience (preferred)
Change delivery experience
What We Can Offer You
- A critical mission and purpose - At Amadeus, you'll 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, equitable, 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.
