Manager, Engineering

Manager, Engineering

People Manager – ITSM (IT Service Management)

We are seeking an experienced People Manager with a collaborative leadership style to guide our ITSM team. This role focuses on ServiceNow platform implementation and operations, supporting process improvement and stakeholder engagement to deliver IT service management initiatives aligned with business goals.

Your main responsibilities

• Guide, support, and manage a team of ITSM professionals including analysts, developers, and administrators; conduct regular check-ins and career development planning.

• Oversee ITSM processes such as Incident, Problem, Change, Request, Configuration Management Database (CMDB), and Knowledge Management, supporting alignment with ITIL practices.

• Coordinate the design, configuration, and maintenance of the ServiceNow platform, ensuring it effectively supports ITSM processes and reporting needs.

• Support compliance with IT policies, security standards, and regulatory requirements; monitor key performance indicators (KPIs) and service level agreements (SLAs).

• Serve as a contact for resolving ITSM concerns and collaborate with business units, technical teams, and leadership to explain technical topics in accessible language.

About the ideal candidate

• 8+ years of experience in ITSM, including 2–3 years in a team leadership role.

• Experience with ServiceNow platform implementation, configuration, and administration.

• Understanding of the ITIL framework and its practical application.

• Experience managing and developing effective technical teams.

• Effective communication, interpersonal, and organizational skills; experience working with cross-functional teams in large-scale environments.

Preferred Qualifications

• ITIL Foundation or higher certification.

• ServiceNow System Administrator or other relevant certifications.

• Experience leading ServiceNow implementation or upgrade projects.

• Familiarity with Agile and DevOps (Development and Operations) methodologies.

• Experience with reporting tools and dashboards such as Performance Analytics in ServiceNow.

What we can offer you

• A critical mission and purpose - At Amadeus, you will 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.

• 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 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.

Diversity & Inclusion