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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
Manages service operations, ensuring coordination across functions and continuous improvement of operational processes. Leads and develops employees by driving performance, fostering growth, resolving conflicts, and aligning team efforts with organizational goals, while ensuring compliance and effective communication.
Key Responsibilities- Oversee the day-to-day service operations to ensure smooth functioning across all teams.
- Lead the development and implementation of service management processes to improve efficiency.
- Ensure relevant services meet established SLAs and performance targets.
- Collaborate with cross-functional teams to resolve operational issues and improve service quality.
- Conduct regular performance reviews of the team and generate reports to track service operations metrics.
- Manage and optimize resource allocation across service teams to ensure high availability.
- Lead initiatives to identify and implement continuous improvement opportunities in service processes.
- Ensure compliance with regulatory and operational policies across service operations.
- Coordinate with change management, incident management, and problem management teams to ensure seamless service delivery.
- Act as the escalation point for major service-related issues and ensure timely resolution.
- Work closely with MI managers for MI and critical P1 , and participate in crisis calls when needed to bring speedy resolution/remove roadblocks and get problem triggered for improvement where needed.
- Work in close with different center management team to ensure effective handover between the team.
Monitor, assess, and provide feedback on individual and team performance, supporting professional development and addressing conflicts constructively.
Guide team members through coaching, mentoring, and clear communication to enhance their skills, align objectives, and ensure efficiency.
Act as a role model of organizational values, ethics, and policies, supporting change initiatives and promoting workplace culture in line with company strategy.
Qualifications
ABOUT YOUR SKILLS
Experience in managing and developing teams, including performance management, coaching, and mentoring.
Education and Professional Qualifications
Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field.
Professional certifications in ITIL, Lean, Six Sigma, or similar service management frameworks are highly desirable.
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.
