WELCOME TO SITA

Were 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.

Youll 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.

ABOUT THE ROLE & TEAM

As Senior Specialist Service Transition, you will identify and promote opportunities to achieve continuous improvement in operational and process performance to assure SITAs competitive strength and business growth through the provision of the highest quality technical Service Transition services to SITA customers according to SITA standards and procedures, hence, maximizing customer satisfaction by the delivery of first class support activities and ensuring systems and products are properly deployed and configured.

In this role you will participate and coordinate on the deployment of new operation support services or improvements over existing operational support services, and managing delivery and execution of agreed statements of work for customer locations by monitoring and coordinating all actions required to deliver the service. Such deliveries may be part of a global project roll out for single customer, or a collection of organic growth orders placed by multiple customers

WHAT YOU’LL DO

• Collect, validate, format, and load data into operational systems, ensuring accuracy, integrity, and smooth data exchange through managing and troubleshooting system integration points.
• Document workflows and configure operational systems based on delivery team input, ensuring all operational settings are correctly implemented.
• Conduct end-to-end testing and validate systems and integrations to ensure full operational readiness and minimize risks during implementation.
• Identify, diagnose, and resolve data or system discrepancies during the transition phase in coordination with relevant internal teams.
• Work towards automating service transition processes to reduce manual effort and enhance overall efficiency.
• Provide guidance to team members, monitor individual and team performance, offer feedback, and foster professional growth in alignment with organizational goals.
• Maintain clear, transparent communication with internal teams and external stakeholders, ensuring collaboration, alignment, and high customer satisfaction.
• To provide a professional application support service for the Service Transition supported applications and devices and communication between them including all the configuration software.
• To proactively detect problems related to Service Transition Process and Procedures, conduct diagnostics, provide service request ownership to ensure resolution.
• Assist in the planning, development, and implementation of change initiatives and project plans, ensuring consistency across contracts and services following ITSM standards, identifying Product/Service deficiencies and future service requirements
• Ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
• Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA
• Manage and support post-sales services and solution implementation, ensuring integration of all contracted services and resources; also contribute to proof of concepts and pilot testing of new products and services.
• Provide professional support for Service Transition applications and configuration software, including analysis, documentation, testing of enhancements, and reviewing handover documents and operational acceptances on behalf of operations teams.
• Audit the use of appropriate tools and processes for installation, intervention, and repair; oversee performance testing of hardware and software components; and coordinate acceptance testing with customers and third parties.
• Provision of support, for configuration defects, during the Warranty Period to Service and Infrastructure Operations, for any topology or Infrastructure accepted by the Service Transition Operations teams
• Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed timeframes.

ABOUT YOUR SKILLS

EXPERIENCE:

• 3+ years of professional experience in:
  
  
  • • Airport/Airline industry.
    • SITA on any role within Service Transition, Service Design & Development or Service Operations frameworks.
    • SITA on any role related with Passenger Processing Portfolio.
      
      
• Proven experience in managing data integration and operational systems, preferably in a similar role
• Hands-on experience with system troubleshooting, integration testing, workflow documentation, system configuration, automation and process improvement initiatives.
• Demonstrated ability to collaborate across teams (e.g., delivery, IT, operations) to ensure seamless data transition and system readiness.
• Strong technical background in Telecommunications and Service Management.
• 3+ years of experience in analysing project requirements, planning, and customer service—preferably within a global organization and service provider environment.
• Solid understanding of IT Service Management (ITSM) concepts, with over 3 years as a Systems Engineer/Administrator responsible for supporting server/desktop hardware, LAN/WAN infrastructure, and delivering services aligned with SLAs for external customers.
  
  

KNOWLEDGE & SKILLS:

• Demonstrates expert-level proficiency, with the ability to mentor others and resolve complex challenges across the following functional and technical areas:
  
  

• • • Business Process Management
    • Quality Assurance
    • Strategic Planning, Adaptability and Communication
    • Workflow & Business Process Management Software
    • Database Administration
    • Configuration Management
      
      

• Knowledge of ITIL and Service Management practices and procedures
• Skilled in supporting, troubleshooting, and configuring IT systems, including Cisco LAN/WAN and server/desktop equipment, with the ability to manage multiple tasks and perform effectively under pressure.
• Strong analytical skills with the ability to identify trends and insights through data analysis.
  
  

NICE-TO-HAVE

• Knowledge of Six Sigma or other industry standards.

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 its 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’ve 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 spanet 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.