M&E Service Delivery Mgr EMEA, Amazon Travel & Events
Amazon UK Services Ltd. · London, England, United Kingdom · Real Estate/Facilities
London, England, United KingdomFull-timeLead
About the role
The Meetings and Events Service Delivery Manager - EMEA leads the execution of customer events and drives performance, processes, and quality standards across the region. They are responsible for elevating team performance and Amazon Travel & Event's (AT&E) reputation through excellence in service delivery. Working within AT&E's global strategy, they optimize and implement programs while developing team strategies, leading initiatives, and maintaining governance standards. Success in this role requires strong multi-directional leadership and communication skills, with an ability to coordinate effectively across all organizational levels.
This role is responsible for working with a team that is focused on developing best-in-class travel and event programs.
Key job responsibilities
• Identify service, communication and process improvement opportunities throughout events delivery.
• Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.
• Under the leadership of the Global Service Delivery Manager, develop, deliver and implement strategic plans for the delivery of events
• Daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
• Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
• Leads localization of global SOPs, best practices, and job aids to meet regional customer needs and country/city nuance as appropriate.
• Maintain frequent contact with key stakeholders. Share programmatic updates, feedback, and need to know information.
• Regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction and expected results at all times.
• Analyzes event processes and outcomes to identify areas for enhancement, then partners across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.
• Maintain knowledge of current trends and innovations in the meetings and events industry.
About the team
We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.
Amazon Travel and Events (AT&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel or a mix; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.
- Experience with productivity and communications tools including Microsoft Office products and applications
- Experience collaborating with cross-functional teams
- Experience in project management including resource planning, managing schedules, reporting project status and prioritizing tasks
- Experience in facilities management, office management, corporate administrative services, or hospitality management
- Experience leading organizational change initiatives across multiple locations
- Experience managing events across campus and remote environments
- Intermediate to advanced user-experience with common Meeting Management technology
- Meeting planning, strategic sourcing, or hospitality experience
- CMP (Certified Meeting Professional) or other industry certification
- Strategic Meetings Management Program (SMMP) experience desirable in either 3rd Party or buyer role
- International meeting & event experience
- Advanced user-experience with common Meeting Management technology
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
This role is responsible for working with a team that is focused on developing best-in-class travel and event programs.
Key job responsibilities
• Identify service, communication and process improvement opportunities throughout events delivery.
• Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.
• Under the leadership of the Global Service Delivery Manager, develop, deliver and implement strategic plans for the delivery of events
• Daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
• Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
• Leads localization of global SOPs, best practices, and job aids to meet regional customer needs and country/city nuance as appropriate.
• Maintain frequent contact with key stakeholders. Share programmatic updates, feedback, and need to know information.
• Regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction and expected results at all times.
• Analyzes event processes and outcomes to identify areas for enhancement, then partners across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.
• Maintain knowledge of current trends and innovations in the meetings and events industry.
About the team
We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.
Amazon Travel and Events (AT&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel or a mix; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.
Basic qualifications
- Experience in a program management or project management role- Experience with productivity and communications tools including Microsoft Office products and applications
- Experience collaborating with cross-functional teams
- Experience in project management including resource planning, managing schedules, reporting project status and prioritizing tasks
- Experience in facilities management, office management, corporate administrative services, or hospitality management
- Experience leading organizational change initiatives across multiple locations
- Experience managing events across campus and remote environments
- Intermediate to advanced user-experience with common Meeting Management technology
Preferred qualifications
- Experience working with and managing third party vendors, or experience in similar environments- Meeting planning, strategic sourcing, or hospitality experience
- CMP (Certified Meeting Professional) or other industry certification
- Strategic Meetings Management Program (SMMP) experience desirable in either 3rd Party or buyer role
- International meeting & event experience
- Advanced user-experience with common Meeting Management technology
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.