About the job

Job Title :

- Service Delivery Lead | Airport & Airline Operations

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