Manager of Solution Center

Manager of Solution Center – Jeddah

Amadeus IT Group is seeking a dynamic and experienced Manager of Solution Center to lead our operations in Jeddah. This pivotal role is designed for a strategic leader who thrives in a fast-paced, technology-driven environment and is passionate about delivering exceptional customer experiences. The ideal candidate will oversee the entire spectrum of solution center operations, ensuring alignment with Amadeus’ global standards while driving innovation, efficiency, and service excellence.

Key Responsibilities

The Manager of Solution Center will play a critical role in shaping the future of our customer support and service delivery in the region. Your core responsibilities will include:

• Operational Leadership: Provide strategic direction and day-to-day management of the solution center, ensuring seamless service delivery to clients and internal stakeholders. Oversee a high-performing team of professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Customer-Centric Approach: Champion a customer-first mindset by implementing best practices in service delivery, issue resolution, and proactive support. Monitor key performance indicators (KPIs) to ensure adherence to service level agreements (SLAs) and drive customer satisfaction metrics upward.
• Team Development & Talent Management: Identify training needs, mentor team members, and cultivate a high-performance culture through regular feedback, coaching, and professional development initiatives. Foster a diverse and inclusive work environment where innovation and creativity thrive.
• Process Optimization: Lead continuous improvement initiatives to streamline workflows, enhance productivity, and reduce operational costs. Leverage data-driven insights to identify trends, anticipate challenges, and implement scalable solutions that align with Amadeus’ global standards.
• Stakeholder Engagement: Act as a liaison between the solution center, regional leadership, and global teams to ensure seamless communication and alignment of objectives. Collaborate with cross-functional departments, including IT, product development, and sales, to enhance service offerings and address evolving customer needs.
• Compliance & Risk Management: Ensure adherence to Amadeus’ policies, industry regulations, and data security protocols. Implement robust risk mitigation strategies to safeguard customer data and maintain operational integrity.

Qualifications & Skills

To excel in this role, you will bring a blend of leadership experience, technical acumen, and a passion for customer service. The ideal candidate will possess:

• A bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field. Advanced degrees or certifications in project management, IT service management (e.g., ITIL), or leadership are highly desirable.
• Minimum of 7-10 years of progressive experience in customer support, IT service management, or a related field, with at least 3-5 years in a managerial or leadership capacity.
• Proven track record of driving operational excellence, with a strong focus on customer satisfaction, team performance, and process improvement.
• Exceptional communication and interpersonal skills, with the ability to inspire and motivate teams across diverse cultural and professional backgrounds.
• Familiarity with IT service management tools, CRM systems, and data analytics platforms. Experience with Amadeus solutions or the travel technology sector is a plus.
• Strong analytical mindset with the ability to interpret complex data, identify trends, and make informed decisions to drive business outcomes.

Why Join Amadeus?

As a global leader in travel technology, Amadeus IT Group offers a unique opportunity to work with cutting-edge solutions that power the travel industry worldwide. Joining our team in Jeddah means becoming part of a collaborative, innovative, and customer-focused organization where your contributions will have a tangible impact. We offer competitive compensation, comprehensive benefits, and a supportive work environment that values diversity, creativity, and professional growth.

If you are a results-driven leader with a passion for technology and customer service, we invite you to apply and take the next step in your career with Amadeus IT Group.