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 idóneo 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

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Act as the primary liaison between internal teams to ensure effective coordination and communication.

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Support online reservation fulfillment processes and resolve customer inquiries.

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Maintain tools, documentation, and resources for operational teams.

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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

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6+ years of exp

📌 Service Delivery Analyst (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes