Regional Service Management Centre Manager
Summary of Responsibilities:
Manage the Service Management Operational teams of Global Support Services to meet regional and global service level and quality of service targets. Ensure consistency in the services provided globally by working with their peers worldwide and implement operational 'best practices' and quality audits on a monthly basis.
Planning
- Provide requirements to respective groups within Global Support Services for the orderly preparation and maintenance of support servies in regards to : Documentation of information, guidelines and error messages using the e-Support Centre, Provision of classroom training and coaching for SMC members, preparation of the necessary internal support tools on all GCS Specialists desktops.
? Provide requirements to ?Service Management Support? for the orderly preparation and maintenance of support services in regards to:
? documentation of information, guidelines and error messages
? provision of classroom training and coaching
? preparation of the internal tools environment on the agents? desktops
? Implement emergency procedures when one of the other Service Management Centre is unable to function
? Hold regular meetings (either in person or conference calls) with Management of other SMCs (Team Leaders and Managers) to ensure seamless operation of the Follow The Sun 24hrs support structure.
Major Responsibilities:
Production Support
? Analyse, diagnose and correct problems received from our customers within agreed service levels. These problems relate to all Amadeus mainframe applications, front- and mid-office applications, and databases. Basic troubleshooting is provided in the areas of networking and communication.
? Ensure quick and efficient problem resolution, assisting end user by answering punctual questions and updating the relevant record (PTR). Co-ordinates service recovery efforts with the objective of fastest possible restoration of service.
? Provide coaching and consulting services regarding system functionality, system status, business process mapping, procedures, installations, host definitions, error messages and general service enquiries.
? Relay requests and follows up with the appropriate groups for assistance that are outside the scope of the Service Management Centre.
? Update and prepare database correction requests. Corrects the commercial customer environment by updating relevant tables.
? Provide out-of-hours support for other departments when needed.
? Provide support on-site customer premises when required.
? Activate on-call for escalation of important issues out of normal working hours. Is available as part of on-call rosters for out of hours support (specific functions and team leaders).
? Analyse claim PTRs, negotiates the monetary amount to be reimbursed with claimant and provider, manages both parties? expectations, coordinates and authorizes compensation for claim cases.
? Define and run the end-user data migration and maintenance activities to allow customers constant and seamless access to the Amadeus Production system. The responsibility includes the definition of office, office profile, terminal, printer, sign, electronic certificate and other data.
3. Communication
? Keep the customer well informed about the functionality and processes of the Service Management Centre on an ad-hoc basis and complements formal communication.
? Repliy to questions, internally and externally, regarding functionality, procedures, fallback, implementation procedures and general service inquiries.
? Follow up with escalation groups for obtaining assistance if problems occur that lie beyond the scope of the own team.
? Notify internal and external customers on all problems having severe impact.
? Ensure that post-mortem analyses of major support failures are performed and corrective actions completed (Team Leader/Manager).
Resource Management
? Assist, guide and train subordinate personnel in their assigned functions.
? Motivate and manage his/her team by fixing objectives.
? Conduct annual appraisal interviews of team member with assistance of Manager.
? Identify training needs in order to increase the productivity of the team members.
? Participate in recruiting process, meeting with candidates and choosing his/her new team members.
? Ensure administrative Human Resources work (ABC, vacation planning, form flow?) is performed in due time.
? Provide input to annual budget review.
? Assist newcomers in settling into the department.
Requirements:
? Minimum 5 years experience in an Amadeus ACO or another CRS, or
? Minimum 5 years experience in a leading position in a travel agency, or
? Minimum 5 years experience in operations functions in an airline, or
? Minimum 3 years experience in an IT environment.
? Strong Travel industry knowledge.
? Knowledge of Amadeus host functionality.
? Previous customer contact experience.
? Fluent English - Second language preferable.
? Ability to master multi-cultural customers and staff under pressure.
? Ability to work equally independent and within a team.
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