Manager Service Management – Industry Solutions

JD – Manager Service Management – Industry Solutions

Role purpose

Manager – Service Management (Industry Solutions) is a key role at Accelya solutions. This candidate will be responsible for managing a team of L2 analysts & specialists that triage & resolve the incidents raised by the customers within the committed service levels. This role requires a proactive leader with strong knowledge in Airline Industry Solution areas viz. Billing & Settlement and Agency commissions management.

Duties & Responsibilities

• Hire, develop & manage L2 analysts, providing guidance & support in resolving customer issues
• Foster a collaborative and high-performance culture, encouraging continuous learning & development
• Collaborate with development, infra teams on bugs, enhancements alike to optimize performance
• Drive efficiency via automating / scripting routine tasks pushing manual work on complex tasks
• Develop & maintain comprehensive documentation / knowledge base on incident management
• Drive knowledge improvement enabling L1 & L2 teams to simplify work on complex issues
• Develop and deliver training programs to enhance the skills and knowledge of the support team
• Set up proactive coverage & monitoring for systems & teams
• Act as primary contact for escalations, coordinating with internal & external stakeholders to drive timely resolution
• Manage regular reports & dashboards on trends, team performance & SLA compliance
• Engage with IATA and partners to understand their needs and ensure a high level of customer satisfaction
• Participate in post-incident reviews and root cause analysis, driving actions to prevent recurrence

Knowledge, Experience & Skills

• 10 + years of experience in Airline domain with BSP & Agency commissions management
• Proven experience in a support management, within airline industry
• Excellent communication with customers & executives alike
• Strong background in incident management and triage processes
• Experience leading and managing a team of analysts or support staff
• Proficiency in using support tools and technologies, such as Jira, Zendesk or similar platforms
• Preferred knowledge on industry best practices for NDC (New Distribution Capability)
• Preferred technical knowledge that enables deeper understanding of issues & resolution paths

What do we offer

• An opportunity that provides open culture and challenges to satisfy intellectual needs
• Smart working: hybrid remote/office working environment
• Excellent, dynamic and multicultural environment
• Work-life balance