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 adecuado 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 experi

📌 Service Delivery Analyst (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes