Senior Manager Operations Enablement

Overview:
**_ WELCOME TO SITA’S AIRCRAFT BUSINESS UNIT_**

SITA's Aircraft Business Unit makes flight operations, air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through:

- Communication - connecting aircraft and people around the world.
- Data & Platform - Turning aircraft data into valuable insight for the entire industry.
- Applications - Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.

**Ready to redefine air travel? The journey starts here, with you at SITA.**

**ABOUT THE ROLE & TEAM**

The Senior Manager Operations Enablement plays a critical role in empowering the operations of the Customer Service and Operations (CSO) organization. This position involves both strategic and tactical responsibilities aimed at enhancing efficiency, streamlining processes, and ensuring optimal performance within CSO.

The Senior Manager Operations Enablement reports to the Director Customer Service & Operations. This role requires a blend of strategic thinking, technical acumen, and operational execution. As the Senior Manager, you will work closely with various stakeholders, including engineering, product management, and customer support teams.

**WHAT YOU WILL DO**
- ** Leadership and Team Management**: Lead a team of operations process experts (team size 10), providing direction, mentoring, and development opportunities to ensure high performance and continuous improvement. Foster a culture of diversity, equity, and inclusion within the team.
- ** ITIL Process Engineering**: Define, implement, and continuously improve ITIL processes within the CSO department.
- ** OSS (Operational Support Systems) Management**: Treat OSS and related tools as products. Gather functional requirements for OSS tools and systems. Work closely with OSS engineering teams to implement enhancements in an agile manner. Leverage automation and technology solutions to enhance operational efficiency.
- ** Service Transition and Acceptance**: Partner with project and product management teams during new product launches and customer implementations. Ensure that CSO is well-equipped with the necessary tools, knowledge, and processes to support these transitions.
- ** Performance Reporting and Improvement**: Develop and maintain reporting mechanisms for CSO operations. Measure performance metrics and identify areas for improvement. Track and execute improvement plans to enhance operational efficiency.
- ** Communication and Stakeholder Management**: Communicate effectively with internal and external stakeholders, including senior leadership, clients, and vendors. Collaborate with cross-functional teams to support business goals and objectives.
- ** Process Improvement**: Continuously assess and enhance processes, tools, and methodologies to improve efficiency and effectiveness.
- ** Project Management**: Lead and participate in projects aimed at improving service operations and implementing new technologies or processes.
- ** Budget Management**: Develop and manage the function operations budget, ensuring optimal allocation of resources and cost efficiency

Qualifications:
**EXPERIENCE**
- Minimum of 8 years of relevant work experience in operations management, process and systems development.
- Previous leadership roles in managing global teams and driving results.
- Demonstrated success in driving service transition and implementations.
- Strong experience with ITIL framework implementation and adherence; ITIL certification required.
- Familiarity with agile methodologies and project management practices.
- Proficiency in using ServiceNow and reporting tools.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to drive continuous improvement and operational excellence.
- Experience in fostering a diverse, equitable, and inclusive work environment.

**NICE-TO-HAVE**
- Experience in the aeronautical or related technical/IT/telecommunications sector.
- Experience with Six Sigma methodologies or equivalent process improvement frameworks.

**WHAT WE OFFER**:
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
**Flex Week**:Work from home up to 2 days/week (depending on the needs of your team and your customers).
- **Flex Day**: Shape your workday to suit your life and your 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), available to you and your dependents 24/7, 365 days/year, and Champi