Operations & Governance Senior Specialist – Customer Support

Purpose of the Role

The Governance & Process team supports operational excellence and strategic alignment by developing and maintaining governance frameworks that help teams use resources effectively, work in a consistent way, and continuously improve.

The Operations & Governance Senior Specialist partners with stakeholders across Support organizations to define practical standards, support adoption through change enablement, and help teams deliver reliable, efficient, and customer‑focused services aligned with corporate objectives.

MAIN RESPONSIBILITIES

• Act as a knowledgeable advisor on governance and support processes, sharing guidance, templates, and best practices to support business and service objectives.

• Develop, maintain, and improve governance frameworks, including standards, templates, and ways of working that support consistency and continuous improvement.

• Coordinate cross‑site change and governance initiatives by supporting stakeholder alignment, tracking actions and risks, and monitoring implementation progress.

• Contribute to support improvement initiatives by helping plan activities, coordinating contributors, and sharing clear status updates and insights.

• Support the adoption and effective use of customer support tools (such as ServiceNow, reporting dashboards, and communication tools) by contributing to requirements, documentation, testing, and training activities.

STAKEHOLDER INTERACTIONS

• Support management teams and support teams across sites (frequent collaboration).

• Internal peers involved in cross‑functional initiatives (regular interaction).

• Occasional interaction with commercial or product stakeholders.

CANDIDATE PROFILE

Education

• Tertiary qualification (or equivalent experience) in a relevant discipline.

Relevant Experience

• Experience working in a customer service or operational support environment.

• Exposure to service management or process frameworks, such as Information Technology Infrastructure Library (ITIL), or similar methodologies.

• Experience supporting process improvement, governance, or change initiatives in a multi‑stakeholder environment.

• Familiarity with customer support tools or platforms (experience with Amadeus or similar systems is an advantage, not a requirement).

Skills and Knowledge

• Clear written and verbal communication skills, with the ability to adapt messages to different audiences.

• Ability to work collaboratively across teams and locations.

• Comfortable using standard office and support software tools.

• Professional working proficiency in English; additional languages are welcome.

We encourage candidates to apply even if they do not meet every requirement listed. Transferable skills and diverse experiences are valued.

What do we offer

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer.

• 🌎 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.

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.