Principal Service Delivery - Customer Facing

Job description

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. This role is part of a larger transition and is planned as part of a separate team being created in Kraków. Principal Service Delivery Manager – Data & Analytics Role Summary As a Principal Service Delivery Manager, you will own the delivery and operational success of our most complex Data & Analytics solutions. In this role, you will act as the strategic bridge between enterprise clients and our engineering teams. Instead of writing code, you will shape delivery strategies, manage high-stakes client relationships, and ensure system reliability for critical accounts. This role offers high autonomy and is designed for a senior delivery leader tracking directly toward a Principal role. Key Responsibilities Client & Solution Ownership: Act as the primary trusted advisor for key enterprise clients. Translate their business hurdles into scalable data solution roadmaps. Service Excellence & SLAs: Lead end-to-end delivery for large-scale platform implementations and data migrations. Ensure systems meet strict enterprise Service Level Agreements (SLAs). Technical Orchestration: Partner with Data Architects and Engineering Leads to guide technical direction and project execution without needing to do the hands-on coding. Crisis & Incident Leadership: Serve as the escalation lead during major service disruptions. Coordinate cross-functional teams (Product, Engineering, SRE) to restore services quickly and manage client communication. Delivery Governance: Establish and mature delivery standards, agile frameworks, and operational playbooks to improve team execution. Required Experience & Skills Highly Technical Environments: Extensive experience managing service delivery or technical programs within sophisticated engineering ecosystems (e.g., large-scale data platforms, distributed systems, or cloud infrastructure). Delivery Leadership: A proven track record managing high-pressure, revenue-critical enterprise software accounts as a Senior SDM or Technical Program Manager. Data & Cloud Fluency: Strong conceptual mastery of modern data architectures, cloud infrastructure, and streaming systems (e.g., Kafka) to confidently lead technical reviews with engineers. Operations & Communication: Deep understanding of incident management and release governance, paired with the ability to explain complex technical concepts clearly to executives. Principal‑Level Expectations Operates independently, taking full accountability for complex accounts with minimal oversight. Influences large, cross-functional technical teams through credibility and mentorship rather than formal authority. Thrives in high-pressure, customer-critical environments where data stability is paramount. Demonstrates the strategic vision and delivery depth required to quickly step into a Principal role. Why This Role Matters You ensure our largest Data & Analytics environments run flawlessly in production. By connecting business needs with deep technical execution, you directly protect client trust and secure critical enterprise revenue. Work arrangements Hybrid working mode; 3 chosen days from the office in a week Flexible working hours: Maintain your work-life balance by adjusting your working hours to your needs Paid time off Year-End-Break: enjoy additional fully paid days off during the last week of the year Paid parental leave: Take up to 12 weeks off with pay after birth or adoption of a child. Sabre Global Paid Parental Leave runs concurrently with local leave policies. Paid volunteer time: take up to 4 days annually to give your time to a charitable organization of your choice Your money My Benefit platform/Multisport card: enjoy the benefit cafeteria system and use popular sport card Tax deduction: take the opportunity to claim deductible costs, reducing your income tax Employee Capital Plans: profit from long-term saving scheme co-financed by Sabre and the State Treasury Baby Bonus: benefit from one-time allowance on childbirth or adoption Say Thanks program: collect points on recognition program and transfer them to wide variety of gifts and services Health and wellness Luxmed medical coverage: take care of yourself and your family with the extensive medical package with a broad range of additional services Foreign travel insurance: feel safe going abroad with free Allianz insurance offered as part of our Lux Med package Employee Assistance Program: find help in free, confidential program with a certified counselor Mindfulness & meditation apps: take care of your mental and physical health Life insurance: sign up for free, high coverage life insurance program Career development Professional development: access to e-learning platforms as well as join Sabre live learning sessions Certification and tuition reimbursement Our Communities: join one of our team member groups focused on sharing knowledge and best practices (Google Developers Group, Innovation Lab Community, Women in Technology, SOLVE!T and many more) And more Car and bike parking Fun & Relax zone in modern office: enjoy electronic tables to work, foosball, ping pong, pool table, swings, massage chairs and terraces to admire a panoramic view of Kraków. We have parents’ rooms as well No dress code Innovation Lab: access Augmented Reality & Virtual Reality equipment, Robot construction kit, 3D printers and many more Attractive Referral Bonus: earn $2500 USD for every hired referral We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. Sabre is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law. #LI-Hybrid#LI-KG1