Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
This role leads the end-to-end service and operations strategy for a portfolio of SITA products, ensuring efficient design, delivery, support, and continuous improvement. It drives team performance, operational readiness, and service innovation to enhance product profitability, competitiveness, and quality.
KEY RESPONSIBILITIES
- Own and lead, with full accountability, the end-to-end Service and Operations solution for all SITA products in the assigned portfolio from concept to retirement, including design, build, transition and continual improvement
- Own the Unit Productivity of the service model for each Product in the assigned Portfolio and through this contribute to the profitability, viability (consumption levels and demand pipeline) and competitiveness of the assigned portfolio’s products
- Develop, secure buy-in and own the interlocked budget for the assigned SGS Practice team
- Direct, motivate, develop and oversee the performance of the assigned SGS Practice team that supports, maintains and improves existing products in the portfolio
- Drive innovation and service improvements for the assigned products at strategic and operational level
- Ensure Operational models and solutions consistently meet the required performance levels and design parameters
- Design, lead and build service models that can maximize and leverage from existing capabilities within SGS, reducing overall Total Cost of Ownership
- Lead the operational readiness with SGS to ensure the capabilities, support groups and processes can support and be kept current to the continuous technological evolutions
- Ensure that non-functional requirements such as performance, security and operational readiness are designed and built into the products of the assigned portfolio
- Work with Product Managers and GEO Business Management teams to investigate and understand SITA’s competitive positioning and benchmarking of services through market assessments and lessons learnt initiatives
- Input to strategic direction for SITA’s service capabilities
- Own problem management in front of Product Management and Engineering Partner with SITA internal Operations and IT teams do drive continuous service improvement and ensure service availability
People Management
- Team Leadership and Development: Guide the team, align efforts with goals, provide coaching, and foster growth opportunities.
- Performance and Conflict Management: Monitor performance, provide feedback, resolve conflicts, and ensure policy compliance.
- Resource Planning and Communication: Plan resource needs, assign tasks effectively, and ensure clear communication with stakeholders.
Qualifications
EXPERIENCE
More than 8 years experience as Team Lead / Manager- 10 years experience in Information Technology (IT) managing operations, customer service management or technology functions- Airline experience and/or ATI know-how
KNOWLEDGE & SKILLS
- Communication
- Customer Success Excellence
- Problem Solving 4
- Coordination & Time Management
- Adaptability
- Conflict Management
- Collaboration
- ITIL
- English
PROFESSION COMPETENCIES
- Customer relationship management tools
- Crisis Management
- Organisational Awareness
- Product/Solution Knowledge
- Resource Management
- Service Infrastruct/Platforms
- Service Management Process
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Developing Talent
- Impact & Influence
- Leading Execution
- Managing Performance
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
- A bachelor's degree in a relevant field such as Business Administration, Information Technology, or another related discipline.
- Certifications (Optional): Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
Flex Week: Work from home up to 2 days/week (depending on your team's needs)
Flex Day: Make your workday suit your life and plans.
Flex-Location: Take up to 30 days a year to work from any location in the world.
Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
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