Lead Service Delivery Engineer

Powering the agentic revolution in travel. Sabre is an AI-native technology leader, backed by one of the world’s largest travel data clouds. Built on an open, modular, cloud-native architecture, Sabre serves as the backbone for both established leaders and bold, new disruptors, guiding them to the next age of travel retailing through intelligent, connected, and personalized experiences. With AI at its core and operating at unparalleled scale, Sabre transforms insights into innovation, empowering airlines, hoteliers, agencies and other partners to retail, distribute and fulfill travel worldwide.

Service and Support General Job Description (MUST BE EDITED FOR SPECIFIC JOB POSTING):

Team Description

The service and support team maintains direct contact with customers pre-sale or post-sales or both.

Role and Responsibilities:

• •8+ years of airline industry experience, including significant hands-on responsibility for Passenger Service System delivery, implementation, production support, or airline operations.
• •Demonstrated experience leading customer-facing delivery workstreams, coordinating cross-functional teams, managing dependencies, and driving solutions from requirements through production readiness.
• •Expert knowledge of PNR creation and servicing, including passenger, itinerary, contact, SSR, OSI, ticketing time limit, schedule change, group, codeshare, and interline scenarios.
• •Strong ticketing expertise covering e-ticket issuance, display, void, revalidation, exchange, reissue, refund, involuntary handling, fare and tax application, form of payment, endorsements, and coupon status management.
• •Deep understanding of Interline Electronic Ticketing (IET), including partner activation, validating and operating carrier processes, coupon control, status updates, interline and codeshare agreements, and end-to-end certification.
• •Strong knowledge of Electronic Miscellaneous Documents, including associated and standalone EMDs, issuance, exchange, refund, usage, status control, interline EMD, and links between EMDs, tickets, passengers, segments, and services.
• •Practical knowledge of airline ancillaries such as paid seats, baggage, meals, lounge access, priority services, flexibility products, and other optional services across booking, fulfilment, servicing, airport, and distribution channels.
• •Experience with Sabre, Amadeus, Travelport, TravelSky, or comparable reservation and ticketing platforms; SabreSonic PSS experience is strongly preferred.
• •Working knowledge of industry messaging and interfaces used for ticketing, IET, EMD, and ancillary fulfilment, with the ability to analyse transaction flows and troubleshoot integration or data issues.
• •Proven ability to elicit and document requirements, define solution and configuration needs, prepare test strategies and scenarios, manage defects, obtain customer sign-off, and assess implementation readiness.
• •Excellent written and verbal English communication skills, with the ability to explain complex airline business and technical concepts to customer, product, engineering, operations, and executive stakeholders.

Key Responsibilities

• •Lead end-to-end service delivery for PNR, ticketing, IET, EMD, and ancillary initiatives across multiple airline customers, ensuring scope, milestones, quality, and customer expectations are managed effectively.
• •Act as the primary functional and technical subject matter expert for airline fulfilment, advising customers and internal teams on solution design, configuration, operational processes, and industry-aligned practices.
• •Own discovery and requirements workshops, identify dependencies and prerequisites, validate business scenarios, and translate customer needs into implementation-ready requirements and delivery plans.
• •Coordinate solution activities across Product, Engineering, Customer Care, Project Management, Operations, Airport, Distribution, Revenue Accounting, and third-party or interline partner teams.
• •Lead PNR, e-ticket, IET, EMD, and ancillary configuration reviews, test preparation, integration validation, partner certification, cutover planning, production activation, and post-implementation support.
• •Define and oversee end-to-end test coverage for booking, ticketing, exchanges, refunds, coupon control, EMD fulfilment, ancillary servicing, schedule changes, codeshare, and interline scenarios.
• •Lead investigation of complex production and testing issues, analyse application and message flows, coordinate specialist teams, track corrective actions, and provide clear status and risk communications.
• •Maintain delivery governance through status reporting, risk and dependency management, escalation, decision tracking, readiness reviews, and alignment with project milestones and customer commitments.
• •Review release documentation and product changes, assess impacts to customer processes and integrations, and ensure operational, support, and training materials are complete and accurate.
• •Deliver knowledge transfer, workshops, and training for airline and internal teams on PNR servicing, ticketing, IET, EMD, ancillary fulfilment, and related troubleshooting practices.
• •Coach engineers and delivery specialists, promote reusable playbooks and quality standards, and contribute to continuous improvement across service delivery processes

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.

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