Principal Specialist, Service Account Executive (Airline Domain)

✈️ Principal Specialist, Service Account Executive (Airline IT Domain)

 Location: Bangalore, India

 About the Role

We are looking for an experienced Service Delivery & Account Manager to manage one or more key airline customers and drive joint improvements through the eyes of the customer.

You will act as the single point of contact and voice of the customer, ensuring operational excellence in service delivery and helping customers achieve their business, innovation, and operational objectives. This role is ideal for a strong customer-facing professional who can manage service delivery, operational governance, incidents, escalations, and customer satisfaction for medium to large airline accounts.

✅ Key Responsibilities

 Act as the face of Amadeus for assigned airline customers and build trusted customer relationships.

 Own day-to-day service delivery performance, ensuring agreed SLA and KPI commitments are achieved.

 Manage operational reviews, service governance meetings, and customer communications.

 Drive backlog accountability by tracking open items, risks, ageing cases, and action plans.

 Manage incidents and escalations, ensuring timely resolution and transparent stakeholder communication.

 Coordinate release, change, maintenance, and operational activities impacting customer services.

 Collaborate with support, product, technology, security, and account teams to deliver customer outcomes.

 Analyze service performance trends and proactively identify improvement opportunities.

 Act as the voice of the customer within Amadeus, ensuring operational concerns are addressed.

 Contribute to continuous service improvement initiatives and operational excellence programs.

 What We're Looking For

✅ Strong customer-facing experience within the Airline IT or Shopping/Pricing domain

✅ Proven experience managing service delivery, operational governance, and customer escalations

✅ Excellent communication, presentation, and stakeholder management skills

✅ Strong analytical, problem-solving, and operational management capabilities

✅ Experience managing customer reviews, KPI reporting, and service improvement plans

✅ Ability to work effectively across global and multicultural teams

✅ Bachelor's degree in Computer Science, Business Administration, Finance, or a related discipline

 What You'll Bring to the Role

✔ Owns service delivery for key customer accounts

✔ Drives operational governance and service performance

✔ Manages customer escalations and backlog accountability

✔ Works closely with senior customer stakeholders

✔ Influences delivery outcomes through collaboration and operational leadership

✔ Supports strategic initiatives while remaining primarily accountable for operational excellence

What we can offer you  

• ·  A critical mission and purpose - At Amadeus, you'll power the future of travel with 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, from on-the-job training to formal activities, and daily interactions.  
• · 珞 A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.  
• ·  A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.  
• ·  A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.  
• ·  A diverse, equitable, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.  
• ·  A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees. 

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.