Manager, IBS Service Delivery at Amadeus

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

0.0

Posted On

26 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Digital Workplace, Vendor Management, Team Leadership, Stakeholder Management, Microsoft 365, Microsoft Teams, SharePoint, Device Lifecycle Management, ITIL, Automation, Proactive Monitoring, Capacity Planning, Budget Management, Service Level Agreements, Governance

Industry

IT Services and IT Consulting

Description

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, 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 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. #LI-KA1 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. We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!

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Responsibilities

The manager will oversee the end-to-end lifecycle of Digital Workplace services, ensuring compliance with SLAs and XLAs while managing vendor performance. They will also lead internal support teams, manage service budgets, and drive continuous improvement initiatives through ITIL best practices.