Job Summary

We are looking for an experienced People Manager to lead our IT Service Management (ITSM) team, with a focus on platform implementation and operations. In this role, you will guide and support a team of ITSM specialists, collaborate with stakeholders, and ensure the successful delivery of IT services aligned to business goals.

Key Responsibilities

• Guide and develop an inclusive ITSM team (analysts, developers, administrators) through coaching and regular feedback sessions.

• Promote a culture of collaboration, continuous learning, and accountability.

• Oversee ITSM processes such as Incident, Problem, Change, Request, Configuration Management Database (CMDB), and Knowledge Management.

• Apply ITIL (Information Technology Infrastructure Library) best practices and drive process improvements.

• Provide oversight for the platform, including design, configuration, maintenance, and optimization.

• Ensure compliance with IT policies, security, and regulatory requirements while tracking key performance indicators (KPIs) and service level agreements (SLAs).

• Maintain strong relationships with internal teams and senior leaders by communicating effectively and translating technical details into clear, accessible language.

• Serve as an escalation point for ITSM-related issues and drive resolution collaboratively.

Required Qualifications

• 8+ years in IT Service Management with at least 2–3 years in a leadership role.

• Hands-on experience with or similar ITSM platforms (implementation, configuration, management).

• Solid understanding of ITIL practices or equivalent experience.

• Ability to collaborate effectively across teams and locations in a dynamic environment.

• Strong communication and organizational abilities.

Preferred Qualifications

• ITIL Foundation or higher certification (or equivalent practical experience).

• Administrator or related certifications.

• Familiarity with Agile or DevOps methodologies.

• Experience with reporting and analytics tools such as Performance Analytics.

What we can offer you

🌎 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 hybrid working model - We want our employees to do their best work, however the hybrid model 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.
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.