The Head of Delivery Operational Excellence & Shared Services unit is to be pivotal in ensuring the execution excellence of our onboarding and support services across CDS, while looking at the overall situation and managing some shared CDS services.

• Develop and maintain methodology, processes, knowledge and tool to ensure operational excellence of our delivery, implementation and customer care services
• Act as the central coordinator across CDS functions to understand performance, anticipate issues in order to improve and accelerate time to course correct and provide the best services for our customers
• Consolidate performance of CDS services and put in place governance with the rest of the Airlines organization
• Work closely with Product, Services, Engineering, and Product Marketing Management (PMM) to ensure the construction and evolution of Airline solutions are matching customer needs, industrialization level, and deployable with acceptable lead time and cost points
• Support the improvement of the processes and operating model to deliver our delivery, implementation, and customer care services with Nevio, Solution Play, Digital Transformations; drive the change management and its communication
• Define and support the execution of our strategy across our strategy pillars, with the head of the division and their team
• Support the head of the division to create an engaging dynamic across the organization and represent them as needed in critical meetings
• Create a motivating message for CDS and contribute with innovation and disruptive ideas to improve the way we deliver.
• Manage and develop shared services across CDS; in technical writer services and tools to support CDS execution in coordination.
• Lead the group, manage personal development, and align skills/capacity with overall objectives.

• Extensive experience in a senior management role – leading & motivating multiple teams; defining, articulating, and executing strategy.
• Demonstrated ability to bring innovation, curiosity, change management, analytical, and synthesis skills.
• Proficient in English – written and spoken.
• A background in Program Management or Management Consulting is appreciated.
• Experience in the travel industry is appreciated.