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Job Description
For more than 40 years, Accelya has been the industrys 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.
- Manager - Service Management (Cargo)
Location: Mumbai
Duties & Responsibilities
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com
What does the future of the air transport industry look like to you Whether youre an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!
- Manager - Service Management (Cargo)
Location: Mumbai
Duties & Responsibilities
- Lead and manage the group, providing direction, coaching and performance management
- Work in close partnership with engineering, infrastructure and other teams to resolve issues for customers
- Ensure customer issues are resolved within agreed SLAs, monitored and consistently met
- Report on service quality, SLA performance and operational risk to senior leadership
- Drive automation and AI adoption to improve service detection and restoration
- Utilize the ITIL service management standards & processes to improve the governance and reporting
- Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
- Lead customer meetings including (not limited to) business reviews, escalations etc.
- 10-15 years of experience managing customer support, with at least 5 years of people management
- Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications
- Proven track record of delivering service quality and SLA compliance
- Strong leadership, analytics and stakeholder management skills
- Bachelors degree in IT or related field
- Excellent verbal and written communication skills.
- Analytical and critical-thinking mindset.
- Ability to multitask and prioritize effectively.
- Experience in airline cargo domain
- Exposure to ITIL practices and experience with AI-powered ITSM platforms
- High level knowledge on Oracle, Java frameworks
- Track record of using service analytics and AI insights to drive continuous improvement and demonstrate value
- Deep knowledge of ITSM best practices in airline technology environments
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- An opportunity to work with industry leading & AI powered technologies
- Smart working: a hybrid remote/office working environment
- Work-life balance
- An excellent, dynamic and multicultural environment to work in
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com
What does the future of the air transport industry look like to you Whether youre an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!
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About Company
Accelya is a leading global software provider to the airline industry, powering business transformation through innovation. Partnering with more than 250 airlines, airports, and cargo carriers, Accelya delivers the mission-critical solutions that help companies manage the ever-changing needs and expectations of the air transport community.
Accelya’s comprehensive portfolio covers all airline strategic and financial processes, from commercial planning and revenue accounting to cargo management and digital retailing. We help airlines optimize their financial performance, simplify complex processes, and drive innovation, enabling them to take control of their business.
Accelya has over 2,000 employees spread across nine countries, with 10 offices around the world. For more than 40 years, Accelya has been the airline industry’s partner of choice, delivering the innovation and expertise that airlines need to transform their businesses.
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Important dates & deadlines?
Application Deadline
13 Nov 26, 03:58 PM IST
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