Manager Service Operations

Overview WELCOME TO SITA. At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. Are you ready to love your job? The adventure begins right here, with you, at SITA. Purpose The Manager of Application Operations is a highly technical role, responsible for leading the L2 support and activation for a suite of aviation‑critical software products, including AIRCOM Server, Mission Watch, eWAS, and Data Suite. He/She manages a globally distributed team of Application Analysts across multiple regions, ensuring operational excellence, service quality, and customer satisfaction. This role ensures service activation quality, operational excellence, team performance, and customer satisfaction through effective planning and coordination, proactive incident management, process governance, and cross‑functional collaboration. This role requires strong expertise in application operations, service transition, software release deployment coordination, and troubleshooting complex aviation or enterprise‑grade systems. Key Responsibilities Team Leadership & Management Lead a global team of Application Operations Analyst across multiple time zones. Ensure 24x7 operational readiness for all supported applications, aligning with SLAs and critical customer requirements. Oversee hiring, onboarding, and training of L2 support staff. Define roles, responsibilities, and processes within the AppOps team, ensuring technical depth and continuous knowledge development. Assign and monitor tasks across support teams, ensuring alignment with internal SLAs and KPIs. Weekly and monthly reporting L2 support and KPIs to line manager Service Operations. Operational Oversight Manage L2 support for mission‑critical applications such as Aircom Server, eWAS, MissionWatch, and DataSuite. Internal Training to Support Teams. Coordinate with development team and DevOps for bug fixes, escalations, and product updates. Ensure accurate configuration and deployment of application templates and license keys. Manage the application inventory for all configurations and retain in good health. Own the application component of Service Transition, ensuring handover to operations is complete and well‑documented. Process & Service Management Implement AppOps principles, daily performance and its improvement and capacity planning. Drive incident resolution, root cause analysis support to service management team, and change management processes. Maintain documentation and onboarding materials for L2 operations. Participate in major incidents to support the L2 team as required and feedback to service management governance team. Own the lifecycle management of second‑level support for respective applications. Stakeholder Collaboration Liaise with internal teams including Service Desk (L1), Platform Operations, DevOps, and Customer Success Managers. SITA Solution and Technical Response. Participate in L2/L3 coordination meetings to align on support priorities and escalations. Customer onboarding and customer‑specific deployments in collaboration with Customer Program Delivery (CPD) Project Managers. Change, Configuration, and Release Management Lead technical reviews of software releases, validating backward compatibility and operational readiness. Participate in CABs and deployment planning, ensuring rollback and recovery procedures are documented and tested. Ensure alignment of application environments (staging, QA, production) and manage versioning and patching schedules. Qualifications 8+ years in Application Support, or Service Operations roles. 3+ years experience in a leadership or team management capacity. Proven experience managing L2 support operations in a complex, multi‑application environment. Understanding of aviation‑related applications and infrastructure. Familiarity with ServiceNow, Agile/Scrum, and ITIL practices. Excellent leadership, communication, and stakeholder management skills. Aviation industry experience, or knowledge of airline ops. Proven track record of incident and problem management using ITSM tools (e.g., ServiceNow). Experience with ticket analysis, process optimization, and operational reporting. Understanding of cloud environments and hybrid hosting models. Strong analytical and problem‑solving skills with a proactive mindset. What We Offer 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.