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Join to apply for the Senior Service Designer role at SITA 4 days ago – be among the first 25 applicants 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 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 Responsible for creating the Target Operating model, identifying with the Enterprise Architect the areas for improvement, Change management and creation of synergies, with existing or new teams (SITA Global or others). Keeps all Services Ownership Matrixes consistent and lead the ITSM works for the proper Transition of People/Process/Technology & Tools. To define/own/evolve the agreed operations model and reflect it in the operations solution, including the As‑Is (Transition) and the To‑be (Transformation). What Will You Do Key Responsibilities Act as the point of contact for SITA's Operation in providing bid support to all Product and Services Solution Lines opportunities around ITO and MSI. Specify and design service management and operational solutions whose components and architecture meet defined business needs for SITA's customers’ solutions, products and specific IT projects. Support the design costing and documentation for customer propositions and amended programs from supplied specifications in accordance with agreed standards. Collaborate with GEO Service teams and Purchasing in the development and issue of Request for Proposal to Service Partners. Deliver best practice in Service Design and Development through the management of a team of professionals and by driving the team's contributions to the delivery of high value cost‑effective customer propositions. Design and cost the operational support solution for standard, customised non‑standard, complex and outsource projects in the area of Customer Service and Operations: e.g. Service Desk, Service Operations and Service Management and in general for the Service Model associated to the Core Product/Service features and functionalities. Lead and manage a group of professionals by setting high standards driving results according to business and customer priorities and developing capability in the team. Represent the Operational functions actively in the bid process assisting with customer‑facing communications discussion presentation negotiation when required. Work in coordination with the bid manager to define the Service / Service Management / Operational part of the Customer solution. Provide appropriate variations to the standard texts in customer‑facing proposals and contractual documents for the services defined and agreed in the operational solution. These will include service options, service levels and any variations in services required to meet the needs of this customer and/or specific to any country or location. Identify, define and agree with the Regional and Global Operations representatives the operational services and the corresponding transition project activities that will be proposed in response to customers' requirements. Work with Product Management Proposal Management Solution Designers and other SITA teams to create and update templates for the standard texts in customer‑facing proposals and contractual documents for the services defined and agreed as part of the operational solution. These will include service options, service levels and any variations in services required to meet the needs of customers and/or specific products in any country or location. Support the Operation owners in the GEO and ITOs to drive and monitor Service Partner performance trends in all operational areas including service level and margin improvements. Work with the Regional and Global Operation teams to develop and define the operations model for each opportunity ensuring that the cost model is in line with the proposed operations solution and that the operational risks and assumptions have been defined updated and mitigated accordingly. Interface with Global Operations and other operational entities to ensure that the ‘Operations Model' and its component parts have been reflected in the operations solution (cost resources process & tools requirements). Study and qualify customer and product management requests for operational services. Define the optimal cost and integrated operations solutions meeting customer and product requirements. Qualifications WHO YOU ARE Experience of solution design in the IT industry, with preference to having air transport industry experience. Technical knowledge and background (Information Technology (IT) and Service Management). 10 years of experience in IT Services business, and Customer Service, preferably in a global organization and Service Provider environment providing bid support/pre‑sales role. Experience in managing complex projects or processes with large focus on IT Operations and Service Management capabilities – Budgetary experience particularly geared around managing the cost of operations. Business Finance understanding. Experience of working at senior levels within the IT services provider or in the IT division of a major organization. Knowledge of internal and external service providers' organizations and their respective interfaces for customer service. Product Management experience an advantage. Knowledge & Skills Minimum 5 years designing support and costs models for operational units. Experience in IT Outsourcing and/or Transformation programs. PROFESSIONAL COMPETENCIES Bid Management Process Business Acumen Supplier Relationship Management CORE COMPETENCIES Adhering to Principles & Values Communication Creating & Innovating Customer Focus Developing Talent Impact & Influence Leading Execution Managing Performance Results Orientation Teamwork Education & Qualifications Bachelor’s degree in information technology and/or Business Administration or equivalent work experience – ITIL Foundation Certificate – ITIL Service Manager (plus). 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 personalised 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. Referrals increase your chances of interviewing at SITA by 2x. #J-18808-Ljbffr
