Amadeus is a leading global travel technology company that provides critical software and IT solutions for the travel and tourism industry. Operating one of the world's largest Global Distribution Systems (GDS), the company facilitates bookings for airlines, hotels, and travel agencies worldwide. With a presence in over 190 countries, Amadeus is a cornerstone of the travel ecosystem, processing billions of transactions annually.

Headquartered in Madrid, Amadeus offers a highly international work environment where English is the primary language of business. The company is a major employer for tech and business professionals in Spain, frequently hiring international talent for its diverse teams. Its Madrid campus serves as a central hub for global operations, making it an ideal destination for professionals looking to relocate to Spain while working for a global industry leader.

Founded in 1987 by a consortium of European airlines to create a global distribution system. It has since evolved into a comprehensive travel technology provider and went public on the Spanish stock exchange in 2010.

Support Procedures & Standard Senior Specialist

Amadeus

Original Advert

Job Title

Position Summary:

The Support Procedures & Standards Senior Specialist ensures consistent and effective operations by developing and maintaining governance frameworks. This role supports cross-functional teams in implementing standard processes, improving efficiency, and delivering high-quality services aligned with organizational goals. The specialist collaborates with stakeholders to design practical standards, guide their adoption, and facilitate continuous improvement initiatives.

Key Responsibilities:

Provide guidance and support on governance and operational processes to align with organizational objectives.
Develop and maintain governance frameworks, templates, and best practices to standardize processes.
Coordinate change initiatives, including planning communications, conducting training, and assessing readiness.
Organize workshops and gather feedback to identify improvement opportunities and implement enhancements.
Define and monitor performance metrics (KPIs) to ensure efficiency and adherence to standards.
Collaborate with stakeholders across teams to ensure alignment and understanding of governance requirements.
Support improvement programs by coordinating actions, tracking risks, and reporting progress.
Assist with adoption and effective use of customer-support tools and systems, ensuring readiness and user engagement.

Candidate Profile:

Education:

Bachelor's degree or equivalent experience in a relevant field.

Experience:

Background in customer service, operations support, or similar roles.
Knowledge of travel industry or related customer service sectors is advantageous.
Familiarity with IT service frameworks (e.g., Information Technology Infrastructure Library - ITIL) is a plus.
Experience managing projects or contributing to process improvement initiatives.

Skills & Competencies:

Strong communication and collaboration skills.
Ability to adapt to change and support adoption of new processes.
Analytical thinking and problem-solving abilities.
Comfortable using business tools and technology systems.
Commitment to delivering quality services and continuous improvement.

What we can 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

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. 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.