Senior IT Service Delivery Manager - Munich Airport Operations (all genders)
Amadeus
85435 Erding, Germany
Published today
Full Time
Job Title
Senior IT Service Delivery Manager - Munich Airport Operations (all genders)
Experienced IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation. They will be accountable for service performance, customer experience, operational governance, and supplier management, while also directly managing a team of service and support professionals. This is a hands-on leadership role, combining operational discipline with a strong focus on people development and stakeholder engagement.
Key responsibilities
; 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 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.
Application process
The application process is easy and fast. Create your candidate profile manually or upload your CV/Resumé.
Are you the one we're looking for? Apply now!
#LI-EMEA
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.
Senior IT Service Delivery Manager - Munich Airport Operations (all genders)
Experienced IT Service Delivery Manager to lead the day-to-day delivery and continuous improvement of IT services across the organisation. They will be accountable for service performance, customer experience, operational governance, and supplier management, while also directly managing a team of service and support professionals. This is a hands-on leadership role, combining operational discipline with a strong focus on people development and stakeholder engagement.
Key responsibilities
- Own and manage end-to-end delivery of agreed IT services, ensuring consistent performance against SLAs and business expectations.
- Lead incident, request, and problem management practices; drive root-cause analysis and preventative actions to reduce repeat issues.
- Own service reporting and operational dashboards; communicate performance, risks, and improvement actions to stakeholders.
- Run regular service reviews with key business areas and internal technical teams; translate needs into actionable backlog and priorities.
- Coordinate change and release activity with relevant teams to minimise disruption and improve service stability.
- Develop and maintain service documentation, runbooks, support models, and knowledge articles.
- Champion continual service improvement (CSI) initiatives, including process optimisation, automation, and customer experience improvements.
- Ensure services are delivered in line with security, compliance, and governance requirements.
- Provide clear direction, coaching, and support to a team of service/support colleagues; create a culture of accountability, learning, and customer focus.
- Set objectives, manage performance, and complete regular 1:1s, appraisals, and development plans.
- Identify skills gaps and deliver training, mentoring, and knowledge-sharing to strengthen team capability.
- Support recruitment, onboarding, and retention of high-performing service professionals.
- Promote effective cross-team working with infrastructure, applications, cyber/security, and business functions.
- Build strong relationships with business stakeholders, act as a trusted point of contact for service performance, prioritisation, and issue resolution.
- Manage third-party services partners, including service reviews, escalations, contract/SLA adherence, and improvement plans.
- Own and maintain an effective escalation path and communications approach for major incidents and service-impacting events.
- Support budgeting, forecasting, and cost management for the services within scope.
- Proven experience in IT service delivery/service management roles, with accountability for operational performance and customer outcomes.
- Demonstrable people management experience (leading, coaching, performance management, and developing a team).
- Strong working knowledge of ITIL processes (incident, problem, change, request fulfilment, knowledge, and service reporting).
- Experience producing and presenting service performance reporting, KPIs, and improvement roadmaps.
- Excellent stakeholder management and communication skills, able to tailor messages from technical to non-technical audiences.
- Supplier/vendor management experience, including handling escalations and driving service improvements.
- Strong analytical and problem-solving capability, with a focus on root cause and continuous improvement.
- Comfortable working in a fast-paced environment with competing priorities and high service expectations.
- Eligible for security clearance for airport access.
- Commuting distance of Munich Airport and Erding office
- Proficiency in both English and German, both spoken and written.
- ITIL Foundation (or equivalent) - desirable.
- Experience with service management tools (e.g., ServiceNow) - desirable.
- Change delivery experience - beneficial
; 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 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.
Application process
The application process is easy and fast. Create your candidate profile manually or upload your CV/Resumé.
Are you the one we're looking for? Apply now!
#LI-EMEA
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.