Service Delivery Manager

at  Accelya

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Role Purpose
The Service Delivery Coordinator manage full IT Infrastructure services life cycle following ITSM ITIL best practices.
Successful service delivery coordination includes full-service implementation from request to delivery, ensuring proper quality, quantity and end-customer satisfaction for enterprise applications and solutions, using proper KPIs and measures within agreed service level agreements.
The SDC leads worldwide cross-functional workstream’s, task forces and other initiatives, involving different technical team members, contractors, vendors and stakeholders, ensuring IT infrastructure services are delivering the expected scope and business value, while completing on budget and on schedule.

Key Duties & Responsibilities:

• Accountable for ensuring IT infrastructure services are delivering on-time, on budget, and meeting functional and quality specifications.
• Forecasts, manages, and reports on IT infrastructure services, managing deviations, issues, risks, problems and changes using appropriate and agreed upon processes and tools established within the company.
• Handling IT service escalations by combining business impact judgment with effective technical assessment done by proper key subject matter experts.
• Identifies resources needed to complete work and collaborates with resource manager(s) in order to assemble appropriate ad-hoc skilled teams.
• Provides frequent dashboards and status reports, communicating to applicable executive leadership and key stakeholders.
• Develop and execute service delivery plans that maximize, improve or enhance internal customer experience and achieve higher product/service adoption, customer satisfaction, and overall health scores.

Knowledge, Experience & Skills

• Experience working in ITSM (ITIL) environments, being an advantage other experiences in Agile, Waterfall, and Hybrid methodologies. ITIL Foundation v4 Certification is an advantage.
• Demonstrated proficiency in Microsoft Office Suites of products, (i.e. Visio, Excel, PowerPoint, Outlook, etc.). Experience managing ITSM ServiceDesk tools is an advantage.
• Experience with multiple working streams and coordinating with enthusiastic, wide teams of 10 or more team members. All of them, with the ability to influence inside and outside of the organization at the highest levels to garner support. Large enterprise initiatives experience is an advantage.
• Proven coordination experience including background in project management or service management with the ability of dealing with different roles and seniority levels.
• Strong understanding of various technologies, focused on IT infrastructure (server, storage, networking), applications, cloud technologies, information security, and databases.
• Good written and verbal communication skills in Spanish and English. Both fluid for communicating with other countries would be a must.

What do we offer?

• Flexible working hours
• Remote
• Work-life balance
• Excellent, dynamic and multicultural environment

About Accelya
Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future. The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality

• Accountable for ensuring IT infrastructure services are delivering on-time, on budget, and meeting functional and quality specifications.
• Forecasts, manages, and reports on IT infrastructure services, managing deviations, issues, risks, problems and changes using appropriate and agreed upon processes and tools established within the company.
• Handling IT service escalations by combining business impact judgment with effective technical assessment done by proper key subject matter experts.
• Identifies resources needed to complete work and collaborates with resource manager(s) in order to assemble appropriate ad-hoc skilled teams.
• Provides frequent dashboards and status reports, communicating to applicable executive leadership and key stakeholders.
• Develop and execute service delivery plans that maximize, improve or enhance internal customer experience and achieve higher product/service adoption, customer satisfaction, and overall health scores