Job Title
Manager, Software DevelopmentJob Summary
We are looking for an experienced People Manager to lead our IT Service Management (ITSM) team, with a focus on ServiceNow 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 ServiceNow 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 ServiceNow 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).
ServiceNow Administrator or related certifications.
Familiarity with Agile or DevOps methodologies.
Experience with reporting and analytics tools such as ServiceNow 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.
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.