Job Title

Service Management Lead / Central Project Manager

Business Environment

Professional Services are considered a strategic growth lever for Airlines aiming for significant business growth, while introducing new ways of working compliant with this type of activity. As it is a very different business model from product development & delivery, new practices and management routines must be put in place and operated to meet very stringent objectives in terms of P&L (Profit & Loss: revenue, costs, margin), capacity management (forecasts, budget, and headcount), business development, service offer, and delivery management (customer satisfaction, risks, commitment).

Purpose

In this position, the Central Project Manager works in close collaboration with:

Service train leadership teamHead of competency centersCompetency center head of engineeringDelivery managersProject or program managersAccount managers

In this role, the Central Project Manager follows the delivery execution of the contracted commitments. The monitoring of the competency centers and service projects deliveries aims at managing:

Delivery risk with impact on the P&L (cost and invoicing)Planned capacity vs. the committed capacityCustomer demand to arbitrate capacity increase/decrease/assignment to align with that demandDelivery metricsThe engagement P&L (cost and invoicing)Customer satisfaction

In this role, the Central Project Manager will establish the operational forecast for the service engagements (contracts) they are looking after: forecast in cost, forecast in invoicing, forecast margin. They will contribute to consolidating the yearly budget for the service engagements in their scope, to evaluate invoicing targets and required budget in cost for the planned resources.

Based on project management skills, the Central Project Manager will support, coach, and guide the head of competency centers, head of engineering, delivery managers, project or program managers to focus their delivery management on securing the contracted service delivery commitments to the customer and realize the margin from the initial business case.

The Central Project Manager will have a coaching role to drive delivery mindset shift in taking accountability for the service business typical challenges.

In this role, the Central Project Manager will contribute to the service “new operating model,” implementing the defined governance to manage service business execution in a SAFe (Scaled Agile Framework) framework:

Run and manage regular operational forums for a portfolio of engagements (contracts)Escalate risks, opportunities, arbitrations, impact on the P&L to the Service Portfolio Sync

Once integrated with the customer interface team (head of competency center, head of engineering, account manager, delivery manager), the Central Project Manager may:

Drive actual invoicing and forecast invoicing, to foster anticipationConduct service reviews with the customer (effort spent in relation to the invoiced capacity)Support the team in developing and proposing mitigation actions in relation to the customer

In this role, the Central Project Manager may support the established team in a pre-sale phase to:

Understand the customer pain points and problem statementContribute to the delivery model definitionContribute to the commercial model definition and commercial proposalValidate the business case against the service guardrails (expected margin)Contribute to the proposal presentation to the customer

In this role you’ll:

Maintain the delivery dashboard for the service projects assigned, in collaboration with the head of competency center, delivery manager, or project managerGuide and coach the head of competency centers or project managers to endorse accountability on the service business driversCollaborate with the sales account teams in the commercial proposal construction to sign a new competency center or contract renewal with the airline. Collaborative issuance of commercial proposal validated by service and/or the deal desk

Specific Accountabilities:

Assess customer needs and business potential, consolidate requests from customers through relevant processesDefine service strategy, scope, and offeringDevelop and present business case for the services in scope and oversee business (P&L) generated by the service lineDefine the delivery strategy and identify Amadeus capabilities with the relevant Amadeus teams, including potential usage of partners and usage of ACO (Amadeus Commercial Organization) resourcesDrive identification of and delivery to pilot customersBuild the service delivery methodology/deliverables and skill requirements with the relevant Amadeus teamsDefine budget needs and allocation to all relevant Amadeus delivery teamsMonitor customer satisfactionMonitor P&L (costs, revenues, margin) and perform variance analysis of actuals vs. budgetManage the activity through cross-functional core teams with relevant stakeholders

Our ideal candidate

- you have been exposed to complex stakeholder management, organisational management and multiple stakeholders both internal and external, on major projects

- you have a strong vision on margin management, pushing for deliverables and ability to monitor data and P&L, with the satisfaction of the customer

- you have a high desire to collaborate and work in team

- you are used to work for international and complex environments

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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