at Capgemini
ConsultanciesPosted 5 days ago
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**Service Delivery Analyst - Travel Domain Specialist** Analyze and optimize travel industry service delivery. Primary liaison between internal teams, ensuring smooth coordination and communication. Manage online reservation fulfillment, addressing customer questions and technical issues. Document processes, create user guides, and support post-implementation stabilization. Exhibit strong analytical skills, technical travel industry expertise (GDS, POS, OBT), and problem-solving acumen. Proven experience (6+ years) in business travel operations, managing cross-functional teams, and handling multiple priorities. Fluent in English.
- Compensation
- Not specified
- City
- Not specified
- Country
- Mexico
Currency: Not specified
Full Job Description
Job Description
Service Delivery Manager
We are looking for a Service Delivery Analyst with strong expertise in the Travel Domain, who will act as a key liaison between internal teams and stakeholders, ensuring seamless delivery of online reservation services and operational excellence.
This role is ideal for a proactive professional with strong analytical skills, technical knowledge in travel systems, and the ability to manage complex service delivery scenarios.
Job Description
Your Role
- Act as the primary liaison between internal teams to ensure effective coordination and communication.
- Support online reservation fulfillment processes and resolve customer inquiries.
- Maintain tools, documentation, and resources for operational teams.
- Analyze, troubleshoot, and escalate issues as needed.
- Collaborate with cross-functional teams to define and improve: Standard Operating Procedures (SOPs), Client-specific requirements, Product configurations
- Ensure adherence to internal policies, procedures, and compliance standards.
- Advise Client Management teams on best practices for online booking processes.
- Develop and document end-to-end reservation processing workflows.
- Provide post-implementation support for new processes and features until operational stability is achieved.
- Identify opportunities for process improvement and optimization.
- Identify, document, and escalate technical issues for resolution.
- Manage and monitor support requests through case management tools or service portals.
- Prioritize incidents based on business impact and urgency.
- Provide timely status updates and ensure resolution within defined SLAs.
- Coordinate advanced troubleshooting for complex or critical issues.
- Investigate issues with limited information and determine root causes.
- Apply analytical thinking and creativity to develop effective solutions.
- Drive continuous improvement through innovation and proactive recommendations.
Your Profile
- 6+ years of experience in the Business Travel industry.Strong knowledge of Travel and/or Airline operations.
- Experience with GDS, POS tools, and Online Booking Tools (OBT).Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple priorities in fast-paced environments.
- Excellent communication and stakeholder management skills.
- Advanced English proficiency.
