Manager - Service Management

For more than 40 years, Accelya has been the industry’s 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. Role Purpose As Manager - Service Management at Accelya, you will lead the service management team, governing ITIL processes across incident, problem, change and service request management and driving excellence in service delivery. Duties & Responsibilities • Lead and manage the service management team, providing direction, coaching and performance management • Own ITIL service management processes, ensuring SLAs are defined, monitored and consistently met • Drive automation and AI adoption (ServiceNow AI or equivalent, Dynatrace or equivalent, PagerDuty AI or equivalent) to improve service detection and resolution • Define service management standards, governance and reporting frameworks • Report on service quality, SLA performance and operational risk to senior leadership • Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements • Manage relationships with key technology partners on service management tooling and support Required Experience & Skills • 7–10 years of service management experience, with at least 3 years managing an ITSM team • Proven track record of delivering service quality and SLA compliance • Deep ITIL expertise and experience with AI-powered ITSM platforms • Strong leadership, analytics and stakeholder management skills • ITIL Foundation or Practitioner; Bachelor's degree in IT or related field Preferred Experience & Skills • Proven experience implementing AI-powered ITSM platforms (ServiceNow AI or equivalent, Dynatrace or equivalent AI or equivalent) with measurable improvements in service quality and SLA performance • Track record of using service analytics and AI insights to drive continuous improvement and demonstrate service management value • Deep knowledge of ITSM best practices in airline technology environments and how leading providers manage service quality • Understanding of how AI will reshape service management — including autonomous incident resolution, AI-managed change advisory and intelligent problem management What do we offer? • An open culture with a creative and challenging opportunity to satisfy your intellectual needs • Flexible working hours • Smart working: a hybrid remote/office working environment • Work-life balance • An excellent, dynamic and multicultural environment to work in About Accelya 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 you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!