Amadeus Delivery Manager, Narita International Airport

Key Responsibilities
■ Manage the delivery of support services for passenger self-service equipment located in airports
across Japan.
■ Build and maintain an excellent relationship with airport customers at all levels on all aspects of the support being delivered.
■ Identify and promote up-sell opportunities for additional passenger self-service equipment.
■ Provides customer assistance during daily operation of systems.
■ Serve as an escalation path for the resolution of all issues. Work and follow up with internal resolver groups including the third level subject matter expert teams from research and development and partners to achieve the shortest restoration time in order to meet the targets of the service level agreement with Japan-based customers. He or she also works with respective resolver groups to provide Root Cause Analysis Report for Priority 1 incidents, monthly SLA reports and Service Improvement Plans.
■Conduct a monthly performance and reporting meeting with NATECH and/or NAA and present a
monthly report on operational service delivery against the SLA.
■This meeting will be held one week following the issuance of monthly performance reports. Provide minutes of the meeting to NATECH and/or NAA within one week of the meeting.
■In cooperation with NATECH and/or NAA, develop and provide reporting on support related items.

Key Performance Indicators (KPIs)

Operational
■ Ensure that all processes are available and adhered to in order to ensure swift resolution of customer issues.
■ Ensure correct logging of incidents according to priority, including communication to key stakeholders
periodically until issues are resolved.
■ Completion of RCA’s for all issues that require them to ensure proper closure of incidents.
■ Always adhere to the Amadeus template of formatting for all documentation, proposals and presentations that are created for use in the business.

Reporting
■ Ensure that reporting is in line with the company templates and take the ownership to report periodically to the necessary stakeholders.
■ Reports should include : Support Statistics, Performance Statistics, Issue identification, Planned fixes as well as Change Management.
■ Reporting needs to be completed timeously and needs to be presented in a professional manner.

Management
■ The ability to manage upset, and sometimes unreasonable customers is a key skill to have in this role. This will be measured by your customer satisfaction index which should be monitored.
■ The ability to handle conflict situations between yourself and peers as well as between members.

Interviewers
• Airport IT Customer Success Management, Australia, NZ & Pacific & Head of Airport Delivery Management, APAC, Airport IT & Airline Operations
• Sales & Account Manager, Japan, as a Peer. (Outside of the organizational chart above)
• HR Japan

Our Business
Check-in, passport checks and boarding using paper documents can be a frustrating and cumbersome process that contributes to airport congestion and many physical interactions. Fortunately, passengers at Narita Airport will soon be able to complete every step in the airport journey simply by presenting their face to a camera, thanks to a major roll-out of biometric technology from Amadeus and NEC Corporation.

The new experience by Narita International Airport (NAA), sees passenger's check-in at one of a number of new biometric kiosks where the passenger’s facial image is captured and verified against their passport. Once the verification process is done, luggage is dropped quickly and easily at an Auto Bag Drop (ABD) unit, with passengers automatically recognized by the camera embedded in the unit as they approach it.

Passing through security and boarding is straightforward: the passenger’s face is recognized when they first approach Narita’s security e-Gates and boarding e-Gates, both equipped with cameras that automatically validate the passenger’s identity and permission to fly. Again, passengers do not need to show any physical documents.

The new biometric process pioneered at Narita Airport is using IATA One ID. Following successful trials it will be adopted as the new standard for all international departures.
ICM Airport Technics, an Amadeus company, supplied the kiosks and ABD units fitted with biometric cameras and application software, that work in conjunction with NEC’s facial recognition system.

Business Environment
Airport IT has been identified as one of the prominent opportunities of diversification and growth for Amadeus, and significant investments are being planned to build a strong portfolio of products targeting the actors of airport operations – i.e. airports, airlines, and ground handling companies.

The application landscape covers products such as optimization products to maximize utilization of key airport resources (runways, gates, trucks, staff...), transactional systems to manage operational data, information sharing, display systems, financial back-office products...

You will discover the hidden face of an airport, the huge complexity to handle ground operations when thousands of persons are synchronized through complex processes, the challenges for the IT, and the key improvements we will design, in close partnership with our growing customer base of 25+ airports and 70+ ground handlers.

Requirements

Experience & Expertise :
■ 7-10 years of tertiary qualification in Information Technology, Software Engineering or similar discipline.
■ 7-10 years of experience in a Test Analyst capacity or similar roles such as Support Engineer, Software Developer, IT Consultant, Technical Lead.
■ Knowledge of web-based system architecture and/ or Software development would be advantageous.
■ Proven experience in quality and testing, ideally within the Aviation sector.
■ Experience with hardware, software and external interfaces.
■ Extensive knowledge of best practice Testing methodologies and processes.
■ Experience working with Aviation clients and stakeholders and leading a team.
■ Native Japanese speaker with good business English.

Essential Qualities and Competencies
■ Strong verbal, written and presentation skills with an adept ability to articulate in both technical and business language.
■ Strong interpersonal skills with an ability to motivate others and gain buy in from key stakeholders.
■ A self-starter, with a 'can do' attitude and a strong client focus.
■ Have a strong sense of ownership and accountability for his/her work.
■ A self-starter, with a 'can do' attitude and a strong client focus.
■ Standardization of processes to ensure sustainability and continuance of the business.