Client Service Support And Delivery Associate Director

Job Title

Client Service Support and Delivery Associate Director

The Associate Director of Global Customer Delivery and Support will lead the Customer Service Support team and the Customer Delivery team. The Customer Delivery team is responsible for overseeing the successful execution of customer projects and programs. The Customer Service Support team works directly with our customers and collaborates with cross-functional teams and business partners to enhance incident response processes and improve customer experience. The Associate Director will interface with the Customers along with the Leadership Team, Technical Team, Product Team, Engineering Team, and Commercial Team to define priorities, opportunities, and communicate risks.

Responsibilities

• Lead and mentor the Client Delivery and Support teams, ensuring continuous professional development, cross-training, and effective team collaboration.
• Serve as the primary escalation point for complex customer issues, working closely with senior leadership to drive solutions and manage customer expectations.
• Own the customer experience during high-severity incidents and escalations, ensuring clear communication and alignment between customers, support teams, and internal stakeholders.
• Support internal teams providing metrics, represent customer preferences, prepare supporting documentation for customer meetings, provide training, and assist with expediting support requests.
• Collaborate with Product Management, Commercial, Engineering, and other departments to drive long-term delivery and service improvements.
• Recommend global support and implementation processes to improve productivity, data accuracy, accountability, compliance, and consistency.
• Develop and maintain key performance indicators (KPIs) for incident management, continuously improving processes for faster resolution times and higher customer satisfaction. Analyze customer data to identify trends, patterns, and areas for improvement.
• Partner with senior leadership to develop and execute strategic initiatives aimed at improving incident response; reducing future incidents; and improving the overall customer support experience.
• Build and maintain strong relationships with key client stakeholders, understanding their needs, and proactively addressing concerns. Represent customer view during internal cross-functional process discussions
• Define and track key program management metrics to help leaders understand the health of projects and teams
• Establish a culture of data-driven decision-making and continuous improvement.
• Seek implementation efficiencies to meet or exceed the financial expectations established at project initiation. Monitor compliance with project policies and standards.
• Provide regular reports to senior management on the status of customer implementations, support metrics, and overall customer satisfaction.
• Monitor and measure customer satisfaction levels, implementing strategies to improve customer experience and address any areas of concern.

Requirements

• 10+ years of experience in a project, customer support, or operations role within the technology, or managed services industry, with at least 5 years in a leadership position overseeing a large global team.
• Passion for delivering exceptional customer experiences and a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proven experience leading cross-functional teams and managing critical incidents and projects under high-pressure situations.
• Excellent communication and interpersonal skills, with the ability to influence internal and external teams.
• Strong analytical and problem-solving abilities, with the capability to think strategically and drive continuous improvement in delivery and support processes.
• Demonstrated experience managing customer expectations and fostering strong relationships with strategic accounts, including experience working with SLAs and SLOs.
• Bachelor's degree in a technical field such as Computer Science, Engineering, or equivalent; an MBA or relevant master's degree is a plus.

Nice-to-haves

• Experience with AI-based incident management systems and self-service technologies.
• Proven track record of reducing incident impact through proactive monitoring, automation, and process optimization.
• Background in managing relationships with large enterprise customers, particularly in the technology, cloud, or storage sectors.

Working at Amadeus, you will find

A critical mission and purpose- At Amadeus, you will be powering the future of travel and pursuing 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, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

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.

A complete rewards offer- Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model- We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community- We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company- Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

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Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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