Within Travel Channels, TCO (Travel Channels Customer Operations) unites all world-wide activities related to transversal product management, delivery services and customer services, therefore playing a key role in all the steps of the customer relationship: from the acquisition of the customer (Product Management / Construction Domains), to adoption (Delivery) and then retention (Customer Services).
Delivery Services (TDS) is responsible for the implementation, customization & consulting of Amadeus Solutions for the Travel Channels customers. We aim to design the right level of serviceability for these solutions and industrialize our delivery practice worldwide in order to meet segments’ pipeline objectives.
The Delivery Services group is composed of the following entities: 4 Delivery Segments, mapping the customer segments (Retail, Online, Business Travel and Corporations), 4 Delivery Domains which are our poles of expertise, and 1 transversal team.
Bespoke Services (BSS) is in charge of the customization, meaning ad-hoc development requested by our customer and implemented on top of Amadeus products
As Bespoke Regional Manager, lead a set of teams within a region (APAC, EMEA, LATAM, NORAM) responsible for planning, designing and developing requested services and coordinate their implementation. In the context of the Evolution, she/he works closely with her/his counter parts in other region in order optimize the costs/quality/ time to market. She/he contribute in defining & deploying global best practices methodologies. He/she drives the verticalization of his/her organization by integrating the regional teams into his/her department.
•Manage a regional pool of resources and footprint in accordance with the budget
•Provide a work load assessment from high level service proposals
•Mobilize teams to deliver customer projects under the accountability of the delivery segment
•Monitor and report on service development status
•Contribute to define and deploy functional and technical global best practices
•Guarantee security standards are in place all along the development lifecycle as defined by the architecture group
•Notify support organizations all service additions and changes priori to roll-out
•Build relationships with internal counterparts: Delivery Segments, R&D, Segments, Customer Support
•Maintain solutions once loaded in production according to standard or custom SLA
•Collaborate with third parties company when needed
•Identify and support the Product Owner in case one member of her/his department is involved in a specific Construction Domain
•Drive and optimize serviceability of the solution by collaborating with R&D, Product Management, Customer Services
•Ensure the industrialization of the delivered solutions to optimize efficiency and productivity
•Ensure knowledge sharing within the region and participate to knowledge sharing sessions with the other regions
•Implement pilots and build relationships with customers during this phase
•Ensure feedback loops to guarantee the continuous improvement
•Manage professional staff and team leaders
•Assist, guide and motivate team members in their assigned functions
•Fix and follow-up objectives for direct reports and give guidelines to the line organization
•Manage HR activity and procedures related to their area/department in the different regions
•Ensure timely and appropriate communication to team members regarding organization information
•Conduct annual appraisal interviews
•Manage the annual salary review exercise
•Develop teams based on continuous assessment on needs
•Interview and select candidates for the department
•Manage & monitor budget for area of responsibility
•Promote diversity and collaboration across sites within the regions
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