Operations Services Manager

OPERATIONS SERVICES MANAGER – Principal (Client Services Mgr.)

The Operations Services Managers are acutely focused on driving continued commercial health and a stable and productive customer partnership through targeted interaction with senior-level customer contacts. They ensure customer awareness and understanding of delivery and support business models, value-add operational engagements, learning opportunities, and key strategic initiatives. They also serve as point of contact for important business feedback and critical operational escalations. This team is a key strategic arm of the services and support function contributing to continued customer health and an optimum operational engagement with Sabre.

Position Overview

The Operations Services Mgr. will be responsible for overseeing a portfolio of important

regional customers and engage in continued proximity to the key operational contacts, department heads and/or decision-makers responsible for the areas of consistent interaction with the Sabre service and support organizations. The individual will establish productive relationships with customer counterparts to ensure effective awareness of operational models active in the service and support space, highlight opportunities available through support options and commercial offerings, educate on Sabre resources available for customer development and training, and highlight key initiatives underway, how they connect with the customer’s business and the value they represent. The individual will be a guide and steward on services and support, and an agent of change to ensure the best possible adoption and partnership in this space.

This is a high-visibility role that will interact across a wide regional customer portfolio, commercial team, executive team, and all service and support functions.

Key Responsibilities

Ongoing Relationship

• Manage customer relationships toward a healthy use of Sabre products and effective engagement with services and support teams.
• Partner with customer contacts to ensure clear understanding of Sabre service and support structure and operating model, and the process and behaviors required for maximum customer value.
• Communicate on key service and support projects and initiatives, highlighting the importance and value to the customer’s business operations.
• Serve as point of contact for important customer feedback on service and support, and high-level escalation point for urgent or critical business issues.
• Identify and navigate customer and internal organization dynamics to successfully mitigate issues and risks early, at all phases of the operational relationship.
• Ensure high customer satisfaction and create referenceable customers who would be
  
  

willing to vouch for Sabre Hospitality products and services.

Special Engagements

• Participate in the implementation of strategic initiatives to drive customer health, business growth, improve operational efficiency, and enhance customer satisfaction.
• Collaborate with senior leadership and key stakeholders to define transformational objectives, priorities, and success metrics.
• Conduct thorough assessments of current business processes, systems, and practices to identify opportunities for improvement, innovation, and partnership.
• Develop comprehensive plans, including timelines, resource requirements, and performance metrics, and track progress against goals.
• Lead change management efforts to foster a culture of continuous improvement and ensure successful adoption of new processes, technologies, and ways of working.
• Establish effective communication channels and mechanisms to keep stakeholders
  
  

informed and engaged throughout the transformation journey.

Requirements

• Bachelor's degree or equivalent. Master's degree preferred.
• Min 5+ years of experience in managing multi-faceted projects and delivery and/or operations teams.
• Solid understanding of project management methodologies, tools, and best practices.
• Experience with enterprise and large-scale migrations and/or support.
• Proven track record of successful engagement with key customers through different service, support, or commercial interaction
• Proven track record of effectively leading teams and or initiatives, to achieve goals and maximum results.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Excellent leadership and interpersonal skills, with the ability to influence and motivate cross-functional teams and senior executives.
• Knowledge of the hospitality industry is strongly desired.
• Flexibility in working across time-zones and global teams.