Operational Excellence Senior Specialist
Amadeus · Taguig
Job Title
Purpose of this role:
The Operational Excellence Senior Specialist will help advance continuous improvement across AirOps by supporting the effective adoption and optimization of the ServiceNow Field Service Management (FSM) platform. This role focuses on ensuring FSM becomes the standard way of working by encouraging effective user adoption, improving operational practices, and achieving measurable outcomes. Over time, this role will expand to broader Operations Excellence initiatives aimed at enhancing efficiency, service quality, and cross-functional collaboration.
In this job you will:
Key Responsibilities
- ServiceNow FSM Adoption & Change Leadership (Primary Focus)
- Develop and execute a comprehensive FSM adoption strategy across AirOps field service organizations.
- Drive behavioral and process changes required to embed FSM into day-to-day operations.
- Partner with operational leaders, field teams, and service delivery stakeholders to increase platform utilization and compliance.
- Identify adoption barriers and implement targeted interventions to address resistance, training gaps, process challenges, or technical constraints.
- Build and maintain an FSM adoption roadmap aligned with business objectives.
- Establish adoption governance forums and stakeholder engagement mechanisms.
- Act as the change champion and advocate for FSM across AirOps.
Value Realization & Operational Improvement
- Define, track, and report FSM value realization metrics and business benefits.
- Identify opportunities to improve operational efficiency, technician productivity, service quality, scheduling effectiveness, and customer outcomes through FSM capabilities.
- Analyze operational performance data and usage trends to identify optimization opportunities.
- Work with business and technology teams to prioritize enhancements that increase business value.
- Translate operational challenges into improvement initiatives enabled by FSM functionality.
- Measure realized benefits against original business cases and expected outcomes.
Process Excellence & Standardization
- Review current field service processes and identify opportunities for standardization and simplification.
- Promote adoption of best practices and standardized operating procedures within FSM.
- Support the alignment of operational processes across different AirOps teams and locations.
- Identify process inefficiencies and lead improvement initiatives using continuous improvement methodologies.
- Ensure FSM workflows support operational objectives and business requirements.
Stakeholder Management
- Build strong partnerships with AirOps leadership, service delivery managers, field engineers, product owners, and ServiceNow stakeholders.
- Communicate progress, achievements, risks, and adoption insights to leadership.
- Influence stakeholders at all levels to support and sustain FSM adoption.
Training, Communication & Enablement
- Assess organizational readiness and capability gaps.
- Develop communication, engagement, and training plans that support adoption objectives.
- Coordinate FSM awareness campaigns and user enablement initiatives.
- Capture and share success stories, lessons learned, and best practices.
About the ideal candidate:
- Bachelor’s degree in Business, Engineering, Information Technology, Operations Management, or a related field.
- Experience in Continuous Improvement, Service Management, Field Operations, Operations Excellence, or Digital Transformation.
- Familiarity with ServiceNow (Field Service Management, IT Service Management, Operations Management or related modules).
- Demonstrated experience leading change management and adoption initiatives.
- Strong analytical and problem-solving abilities using tools such as Power BI or other analytics platforms.
- Ability to collaborate effectively, manage stakeholders, and support change initiatives.
- Excellent communication and facilitation skills, with comfort leading workshops and discussions.
- Experience with KPI development, performance measurement, and business case realization.
- Analytical mindset with the ability to leverage operational data for improvement decisions.
- Strong communication, facilitation, and workshop leadership capabilities.
- Certification or training in Lean, Six Sigma, Change Management, or Project Management is an advantage
- Basic skills or learning interest in SQL, Python, or similar tools are a plus.
- Experience working within field operations, airline, travel technology, airport, or service delivery environments.
- Amenable to work on a hybrid work setup (2-3 days a week onsite). Location: BGC, Taguig
- Flexibility is expected to handle morning or afternoon shift including weekends and holidays if required by the business
What can we offer you:
🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
🌟 A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. undefined
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.