Director - Service Management (Application Support)

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.

Director- Service Management

Mumbai

Role purpose

As a Director - Service Management, you will be responsible for multiple teams of analysts & managers with an aim to improve the customer support experience across our fleet of foundation products. You are responsible for ensuring that the SLAs are met in close coordination with internal stakeholders like engineering, infra, product, customer success etc.

Duties & Responsibilities:

• Work hand in glove with all internal stakeholders for smooth coordination on customer facing issues
• Maintain and improve service levels for support ensuring the service credits are minimal
• Lead continual service and process improvement through innovation and automation
• Drive performance management for teams in alignment with organizational goals
• Develop customer experience sensitive culture across teams, hours
• Contribute towards RFPs and contract management processes
• Coordinate with internal teams via OLAs

Knowledge, Experience & Skills:

• 12-15 years of management track record in improving customer experience & support processes
• Excellent communication skills enabling meaningful discussion with customers & executives
• Should have good understanding of PLSQL / SQL database.
• Must be aware and able to improve support processes framework and platforms like CRM
• Experience in managing product / customer support or Service Management teams
• Bachelor's degree in relevant Engineering field, ITIL Foundation qualified
• Experience in Travel domain & Project management is preferred

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Smart working: hybrid remote/office working environment
• Excellent, dynamic and multicultural environment
• Flexible working hours
• Work-life balance

About Accelya 

Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.  

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.  

The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global product team.  

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines. 

For more information, please visit www.accelya.com 

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!