Service Delivery Engineer II

Description

Responsible for working with prospective customers on discovery of customer workflows, document and analyze best practices and find opportunities to augment customer's workflow with integration of Sabre products/services. On customer acceptance of the proposed products and solutions, collaborate with the customer on conversion from competitor systems from planning to delivery. Serves as a liaison with internal departments, divisions as well as customers to ensure the required resources are available to ensure successful migration / implementation.

This individual also conducts technical training courses for customers and/or employees on the use of multiple Sabre products. Interfaces with customer and functional organizations to develop specifications for course content. Administers assessments and evaluates student's academic progress.

Role And Responsibilities

Manage Sabre products and solutions delivery for Agency Customer implementations.

• Responsibility for customer conversion projects from planning to delivering.
• Planning - identifying customer needs and resources needed to make it a successful transition.
• Collaborate with customer, account team to meet project deliverables.
• Install and configure Sabre standard products.
• Support change management processes to help the adaption to a new system environment.
• Customer onsite assistance with floorwalking in a day to day operations
• Work closely with customer support teams & across all operational verticals.
• Maintains a very close working relationship with customer's key stakeholders.
• Respond as second line support to customers questions concerning Products and Solutions; functionality, application, interactions between different solution components.
• Conduct onsite and/or virtual training for customers agents.
• Create detailed training programs including building training schedule and customizing training material as necessary.
• Prepare operating manuals, references, or training materials for customers.
• Interfaces with customers and functional organizations to develop specifications for course content.
• Actively seeks information and learns, to ensure that at any point he/she up to date Sabre's product strategy, industry trends and disrupters relevant to our business including NDC and CSL.
  
  

EXPERIENCE: Minimum 5 years global travel agency industry experience. Deep knowledge of travel agency processes and operational standards and how Sabre products and services support efficient agency marketing and operations. Good understanding of global GDS industry including competitive environment and business model. Experienced in connecting with a wide variety of audiences within and outside of Sabre and customer presentations/ Demos.

• Strong analytical skills and negotiation skills
• Excellent written and verbal communication skills.
• Experienced with working in a matrix organization and leading virtual distributed team.
• Bachelor's degree or equivalent. Master's degree preferred.
• Language proficiency: English