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Senior Manager Service Operations
hace 2 meses
.OverviewWELCOME TO SITAWe'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. ABOUT THE ROLE & TEAMSITA Aircraft Business Unit Service Operations team is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.Reporting to the Director of Customer Service & Operations, the Senior Manager Service Operations is overall responsible for providing leadership to the global Service Operations team (Montreal, Barcelona and Singapore) that monitors and manages services status and performance while communicating with customers and managing stakeholders.WHAT YOU'LL DO Leadership and Team Management: Oversee day-to-day operations of the 24x7 Service Desk and support teams (team size 50), providing direction, mentoring, and development opportunities to ensure high performance. Foster a culture of diversity, equity, and inclusion within a global, geographically dispersed team.Incident Management: Own and manage the incident management process, ensuring incidents and service requests are resolved efficiently and root causes are identified to prevent recurrence.Process Improvement: Continuously assess and enhance processes, tools, and methodologies to improve efficiency, effectiveness, and customer satisfaction.Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment of service operations with business objectives and customer needs.Service Level Management: Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking corrective actions as necessary to meet or exceed targets.Project Management: Lead and participate in projects aimed at improving service operations and implementing new technologies or processes. Champion a culture of continuous improvement within the Service Operations team.Budget Management: Develop and manage the service operations budget, ensuring optimal allocation of resources and cost efficiency.Reporting and Analysis: Prepare and present detailed operational reports, including analysis of incident trends and performance metrics, to senior management. QualificationsABOUT YOUR SKILLSMinimum of 10 years of experience in managing international service desk and operations supporting external customers.Extensive experience with incident management processes and best practices
