Manager, IBS Solution Engineering

Job Title

Manager, IBS Solution Engineering

Travel Required: No

In the scope of large ServiceNow CSM/ITSM transformation projects we are looking for an experienced and people-centric ServiceNow People Manager to lead and grow a team of ServiceNow professionals along with the experience of a Product Owner specialized in ServiceNow CSM and ITSM to reinforce our ServiceNow functional team. Apart from managing the team, the candidate will also act as the link between internal customers and the development teams in charge of the project implementation and will work with other Amadeus POs.

Main activities and accountabilities:

The SN People Manager we are looking for:

• Lead, mentor, and develop a team of ServiceNow developers, product owners and business analysts
• Oversee the delivery of ServiceNow projects and enhancements across CSM, ITSM and OM or other modules
• Collaborate with functional managers to align ServiceNow capabilities with organizational needs
• Drive performance management, career development, and training initiatives for team members
• Partner with HR and leadership to support workforce planning, hiring, and retention
• Monitor team workload, set priorities, and remove roadblocks to ensure timely delivery

The SN Product Owner we are looking for:

• Gathers, analyses and reviews internal customer requirements, helps in maintaining a backlog in collaboration with the external vendor and other Product Owners / Business Analysts
• Is accountable for the delivery of their backlog and ensures the team is performing well
• Helps review each demand in relation to the platform out of the box features and guarantees that if a change is necessary Servicenow best practices are followed or an alternative solution is proposed
• Provides guidance on process evolutions and platform capabilities
• Keeps up to date with regular product evolutions in their area of focus and shares relevant information within and outside the solution team
• Works in autonomy on their perimeter, involving developers, peers and management when required.
• Helps organize UATs, and works on building and updating key test scenarios together with the external vendor.
• Proposes improvement actions on their functional perimeter
• Drives functional workshops with the end users, assists the vendor and the internal stakeholders and ensures key topics were addressed.

• Experience in (co)leading workshops, preparing and running demos

• Excellent written / oral communication skills in English. Ability to adapt the communication to the audience.

• Excellent interpersonal skills, positive attitude and open mindset.
• Ability to understand and break down complex concepts in order to clarify the effort and the required changes.
• A real team player used to working in a distributed multi-cultural team.
• Autonomy and leadership, we expect the candidate to demonstrate they are proactive and able to embark their team.

• 11+ years Hands-on experience in the Team Lead / Business Analyst / Product Manager / Product Owner role on the ServiceNow platform.
• Extensive knowledge and hands on experience of:
• • CSM (Case Management and related processes, CSM Portal, SLAs, Data structure…)
• ITSM (incident, request)
• Integration with 3rd party applications
• Good knowledge if ITIL
• Knowledge of CSDM is a plus
• Experience of large transformation projects is a plus
• Experience working in Agile and/or SAFe frameworks. Excellent understanding of Agile roles and of backlog management.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.