Service Delivery Engineer

Job Family:
Delivery Management

Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with experiences that matter in their lives. Today, Sabre is creating a new marketplace for personalized travel. It is our people who develop and deliver powerful solutions that meet the current and future needs or our airline, hotel and travel agency customers. Join our journey

The OCPE is a consultant and an engineer of technical solutions focused on OTA shop-to-book performance. As part of the Air Shopping Product team, OCPEs are responsible for BFM performance and optimization to maintain a high level of effectiveness and conversion for the agency, and efficiency and productivity for Sabre.

The OCPE pre-engages during negotiations as an internal support to Sales to help identify optimal solutions for Shopping. After the Sabre Shopping Solutions have been implemented, the OCPE assumes responsibility of the OTA Shopping Operations Performance.

In order to ensure the highest possible performance of BFM Shopping, the OCPE leverages an extensive network of technical experts, report and tools. OCPEs oversees the correct management of Service Incidents, JIRAs, and P0/ P1 incidents to drive maximum conversation of the shopped itineraries

Role Performance Metrics- Deliver financial & operational performance- Bookings Actuals vs. Target-
- Opportunities identified, efforts, measurable results.-
- Differentiate with Products and Solutions- Products/ Solutions/Features tuned and its impact on:- Sum of Bookings generated-
- Rate of MIDT share shift
- Sum/ rate of Sabre Cost Savings
- Sum of reduction in polling
- Sum of reduction in Response Time
- Average Itinerary count per response
- Rate of Sell Failures (Bookability)-
- Completed contributions and measured results contributing to mature Sabre Shopping- Shopping Product enhancements-
- Tools developed-
- Internal alignment, processes and collaborationResponsibilities / Job Description

Execute actions and oversees BFM tuning to maximize BFM Shopping results measured in:
- Response Time- Low Fare Efficacy- Diversity / relevance of the itineraries produced- Bookability- Cost-effectiveness

Represents the agency needs and expectations in from of internal technical and support teams- Oversees the correct management of Service Incidents- Follows through internal development work as defined in JIRAs, representing the OTA and clarifying the requirements or competitive opportunity- Bridges the reality, requirements and challenges faced by the OTA to the technology product owners and experts, such as: Product Managers, Marketing, System Owners, P0/P1 Incident Engineers, etc.

Customer Operational Performance Landscape Assessment- Tracks the OTA operational performance in the Shop-to-Book process vs contractual KPI and general performance standards- Understand, documents and reports internally and externally the customers current state with focus on the Shop-to-Sell process- Ideates, test, proposes and implement solutions to increase Shopping effectiveness, and cost efficiency

IT Performance Assessment- Constructs, tests, implement and report customized solutions extending off-the-shelf specs of BFM to meet the bookings, share, revenue and loyalty objectives of key agencies- Develops reporting tools and methodology to help prioritize and align Sabre team’s efforts- Creates tools, reports, dashboards and processes to help internal communications and assessment of Operational challenges and opportunities

Product/Solution Feedback- Provides input to product owners on customer/marketplace needs for solution roadmap development based on customer interaction and competitive solution analysis.

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