<p>Job Title</p> <p>Customer Service Delivery Manager</p> <p>About The Business Area/Department:</p> <p>Navitaire, an Amadeus company, are proven innovators in the travel industry shaping the way the world thinks about travel. With more than 50 customers worldwide, including many of the world's most successful hybrid and low-cost airlines, Navitaire offers a unique opportunity to make a large impact on the world of travel.</p> <p>Summary of the role:</p> <p>As a Customer Service Delivery Manager, you'll be the primary point of contact for airline customers, ensuring timely, high-quality service delivery, leading incident resolution, and driving initiatives that enhance customer satisfaction and operational performance. You'll strengthen customer relationships while coordinating cross-functional efforts to maintain and improve the services they rely on.</p> <p>In this role you'll:</p> <ul> <li> <p>Customer Relationship & Service Ownership</p> </li><li> <p>Act as a primary customer point of contact for service delivery and production issues.</p> </li><li> <p>Lead resolution efforts for major incidents, ensuring minimal impact on customer operations.</p> </li><li> <p>Drive Navitaire process and delivery improvements to increase efficiency and customer satisfaction.</p> </li><li> <p>Incident & Outage Management</p> </li><li> <p>Work cross functionally to drive diagnosis and rapid recovery during outage events. Functionally to drive diagnosis and rapid recovery during outage events.-functionally to drive diagnosis and rapid recovery during outage events.</p> </li><li> <p>Process & Product Improvement</p> </li><li> <p>Advocate for timely resolution of critical product issues by escalating effectively to Product Management and Engineering.</p> </li><li> <p>Billing & Operational Efficiency</p> </li><li> <p>Review Navitaire billing data with Account Management to reduce discrepancies and billing disputes.</p> </li></ul> <p>About the ideal candidate:</p> <ul> <li> <p>3-5 years of experience in Application Support, airline IT or similar Operations Support roles</p> </li><li> <p>Full professional proficiency in English (spoken, written, and reading)</p> </li><li> <p>5+ years in IT Service Management, Service Delivery, or Customer Success roles.</p> </li><li> <p>Proven experience managing production incidents and communicating with customers in complex, multicultural environments.</p> </li><li> <p>Solid understanding of airline business processes and operational priorities or similar industry.</p> </li><li> <p>Strong analytical, troubleshooting, and problem-solving skills across application and platform layers. Solving skills across application and platform layers -solving skills across application and platform layers.</p> </li><li> <p>Ability to manage multi-party coordination under pressure with clear, structured communication.</p> </li><li> <p>Experience managing SLAs, incident escalation, and major incident communications.</p> </li><li> <p>Technologies and tools proficiency: ITSM platforms (e.g., ServiceNow), Reporting and analytics tools (Excel, Power BI), Collaboration tools (Microsoft 365 suite).</p> </li><li> <p>Excellent communication and presentation skills, Analytical and problem-solving skills, Ability to lead cross-functional coordination under pressure, Strong organizational and planning skills</p> </li></ul> <p>What we can offer you:</p> <ul> <li> <p>Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.</p> </li><li> <p>Hybrid working model in Bogota.</p> </li><li> <p>Professional development to broaden your?knowledge and enhance your skills?with on-line learning hubs packed with technical and soft skills training that allow you to de-velop and grow.</p> </li><li> <p>Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.</p> </li></ul> <p>Application process:</p> <p>The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today!</p> <p>Working at Amadeus, you will find:</p> <p>A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.</p> <p>A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</p> <p>Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.</p> <p>A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.</p> <p>A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.</p> <p>A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.</p> <p>A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.</p> <p>Diversity & Inclusion</p> <p>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.</p> <p>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.</p>