Service Delivery Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

We are seeking a Service Delivery Analyst with strong experience in the business travel industry to act as a liaison between internal teams, support online reservation fulfillment, troubleshoot complex issues, and ensure successful delivery of travel-related services and solutions.

Required Qualifications

• 6+ years of experience in the Business Travel, Travel, or Airline Industry .
• Strong hands-on experience with Sabre GDS and other travel-related systems.
• Knowledge of Online Booking Tools (OBTs) and travel reservation processes.
• Experience supporting multiple travel applications, point-of-sale tools, and reservation platforms.
• Excellent problem-solving, communication, and stakeholder management skills.

Key Responsibilities

• Provide operational support and maintain resources for customers and internal teams.
• Investigate, troubleshoot, and escalate reservation and fulfillment issues to the appropriate teams.
• Collaborate with cross-functional stakeholders to define and improve standard operating procedures, client requirements, and compliance standards.
• Support client management teams by advising on online travel processes, addressing escalations, and developing end-to-end reservation workflows.
• Provide post-implementation support until solutions reach a stable operational state.
• Partner with Product and Technology teams to test new functionalities, validate enhancements, and resolve technical issues.
• Manage and prioritize cases through support portals, ensuring timely communication and resolution.
• Coordinate with regional and global engineering, product development, and network teams to resolve complex technical issues.
• Analyze problems with limited information, identify root causes, and develop innovative solutions to improve service delivery.

Preferred Skills

• Deep understanding of travel reservations, fulfillment, and airline operations.
• Experience working in a fast-paced, customer-focused environment.
• Ability to manage multiple priorities and complex tasks simultaneously.
• Strong analytical mindset with a proactive approach to issue resolution.

What you’ll love

Growth and Learning at Every Step Access continuous learning through internal academies, certifications, and mentorship. Explore career mobility across roles, industries, and geographies. Be part of a “school of excellence” where your skills resonate beyond the company.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com