Director Service Operations

**Overview**:
**_WELCOME TO SITA_**

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

**_ABOUT THE ROLE & TEAM:_**

Evolving in a unique high performing culture, combining, telecommunication and Air Transport, where people do great things together, our Director Service Operations will be a key pillar in SITA’s contribution to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.

Reporting to SITA FOR AIRCRAFT Chief Executive Officer, and as a member of the Leadership Team, the Director Service Operations plays a pivotal in leading a dedicated team responsible for service definition, customer support, service delivery, and operations management.

You will interact with the various functions within SITA FOR AIRCRAFT such as Engineering & Technology, Product, and other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...).

**_WHAT YOU WILL DO:_**
- Transformation and Organizational Design: Spearhead transformation initiatives and lead the development and implementation of organizational design strategies that enhance operational efficiency and effectiveness. Collaborate with cross-functional teams to drive change management efforts, ensuring the organization is agile and adaptive in response to evolving business needs.
- People & Skills: Identify, cultivate, and develop talent within the Customer Service & Operations team, creating a culture of continuous learning and professional growth. Drive the acquisition of key skills and expertise necessary to support the company's international growth objectives, while also fostering diversity and inclusion within the workforce to enhance innovation and performance.
- Team Leadership and Development: Lead and inspire a high-performing team of professionals, fostering a culture of collaboration, growth, and excellence, while effectively managing resources and budgets.
- Risk Management and Cybersecurity: Implement robust security and risk management practices to safeguard company data and assets, proactively identifying and mitigating potential threats and vulnerabilities.
- Stakeholder Engagement and Communication: Build strong relationships with internal and external stakeholders, including cross-functional teams, clients, and partners, communicating technical concepts effectively and driving alignment to achieve business objectives.
- Customer Service Management:

- Develop and implement, a customer service strategy aligned to the Product strategy.
- Foster a customer-centric culture within the organization.
- Continuously monitor and improve customer satisfaction metrics.
- Operations Management:

- Oversee all aspects of the company's operations to ensure efficiency and cost-effectiveness.
- Collaborate with cross-functional teams to optimize processes and workflows.
- Implement best practices and technologies to streamline operations.
- Monitor key performance indicators (KPIs) to assess operational performance.
- Service Delivery:

- Define and uphold service delivery standards, ensuring adherence to SLAs (Service Level Agreements).
- Identify areas for service improvement and drive initiatives to enhance service quality.
- Work closely with the product and development teams to align service offerings with customer needs.

**Qualifications**:
**_EXPERIENCE:_**
- 5+ years’ experience in senior leadership role in Customer Service & Operations within the IT or ATI industry.
- Strong People Manager experience
- Strong background in customer service, operations, and process improvement.
- Experience in implementing service delivery metrics and reporting
- Fluent in English
- Exceptional interpersonal and communication skills.
- Experience with relevant software and technologies used in customer service and operations management.
- Bachelor's degree in Business Administration, IT, or a related field (Master's degree preferred).

**_
NICE-TO-HAVE:_**
- Experience in Air Transport and/or Telecommunication is a plus

**_ WHAT WE OFFER:_**

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
**Flex-week**: Work from home up to 2 days/week (depending on your Team's needs).
- **Flex-day**: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

**Flex-location**: Benefit for 26 working days from anywhere around the world each year

**Competitive benefits** according to the local market