Support Services Quality Principal Specialist

Amadeus
Philippines
Workplace: HybridFull timeFunction: Quality & Regulatory (Non-Software)Education: bachelorsSkills: ["Collaboration","Cross-functional coordination","Continuous improvement","Process improvement","Stakeholder management"]

Design and implement support service models for new airport IT and seamless products as part of the Service Design and Transition team. Ensure high-quality delivery and successful handover to Operations using ITIL best practices. Lead or support projects from kick-off through service transition/closure, defining end-to-end support structures, SLAs, KPIs, monitoring, and documentation. Drive continual service improvement using customer feedback and cross-functional coordination.

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Amadeus
Amadeus
1 day ago

Support Services Quality Principal Specialist

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Last checked: 2 hours agoStatus: Live

Job Summary

Design and implement support service models for new airport IT and seamless products as part of the Service Design and Transition team. Ensure high-quality delivery and successful handover to Operations using ITIL best practices. Lead or support projects from kick-off through service transition/closure, defining end-to-end support structures, SLAs, KPIs, monitoring, and documentation. Drive continual service improvement using customer feedback and cross-functional coordination.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Design and implement support services for new airport IT and seamless products, aligned to industry standards and internal best practices.
  • •Ensure quality delivery and successful transfer to Operations using ITIL best practices.
  • •Liaise with business owners, project managers, operations teams, and partners to ensure smooth implementation of new services.
  • •Improve processes, procedures, tools, and documentation to enhance customer satisfaction and first contact resolution; implement changes based on feedback.
  • •Manage projects from kick-off to service transition and closure, ensuring end-to-end support structures, SLAs, KPIs, monitoring, and up-to-date service documentation.

Pay and Benefits

Perks:Annual BonusCaregivingHealth InsuranceFlexible Working

Key Requirements

  • •Degree in Computer Science or a related field, or equivalent practical experience.
  • •Experience in customer service and supporting technical or operational environments.
  • •Project management experience; a Project Management certification is an advantage.
  • •ITIL Foundations certification is a plus, or a solid understanding of IT service management principles.
  • •Experience in the airport or travel industry, and understanding service/process design (preferred).
Experience:AirportTravel industry
Education:Bachelor's in Computer Science (or related)
Skills:CollaborationCross-functional coordinationContinuous improvementProcess improvementStakeholder management
Certifications:ITIL FoundationsProject Management
Tech Stack:ITILService Level Agreements (SLAs)Key Performance Indicators (KPIs)

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn