Lead Analyst Service Improvement

Overview:
**_WELCOME TO SITA AIRCRAFT_**:
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:_**:
Join our team as a Lead Analyst Service Performance, a pivotal role newly introduced to SITA Aircraft’s business unit. We're seeking individuals with a keen eye for data analysis, a knack for process optimization, and exceptional communication skills to spearhead the development of new ways of working and foster collaborative methods.

As a Lead Analyst Service Performance, your primary focus is ensuring consistent delivery of services to meet Product Specifications and driving continuous improvement initiatives. You'll collaborate closely with internal stakeholders and partners for the services under your responsibility. As the expert for the services within Service Operations, you will monitor performance, collect and analyze data, and develop and implement service improvement plans.

You will oversee products such as SITA Mission Watch, SITA OptiFlight and SITA ATC network.

SITA Mission Watch is a flight tracking tool that delivers best-in-class weather visualization from multiple sources and empowers dispatchers with confidence and peace of mind in their flight operations and planning.

SITA OptiFlight is a comprehensive suite of solutions using flight data and machine learning to determine the most fuel saving scenarios for all phases of a flight.

SITA ATC Network. Our aircraft communications infrastructure leads the world, embracing the technologies, standards and protocols needed for ANSPs in every corner of the globe. Our infrastructure offers access to a wide variety of media.
- **_WHAT YOU WILL DO:_**
- Develop and track key performance indicators (KPIs) required to measure the product/service performance.
- Monitor KPIs daily, analyzing data at various intervals to identify trends and issues.
- Lead investigations and problem-solving efforts to address issues impacting KPIs.
- Recommend and implement improvements to exceed service level objectives (SLOs).
- Develop and manage service improvement plans.
- Run problem management to meet target KPIs
- Collaborate with cross-functional teams (Product, Engineering and Operations teams) to ensure that the defined support models meet service level expectations.
- Provide regular performance reports to internal and external stakeholders.
- Support service transition processes and update knowledge base articles.
- Demonstrate a strong commitment to achieving company goals under pressure.

Qualifications:
**_EXPERIENCE:_**:

- 5+ years’ experience in Service Desk / Network Operations Centre experience in large scale, 24x7x365, mission critical enterprise heterogeneous infrastructure
- Bachelor’s degree in Technology, Electronics & Telecommunications or Computer Science
- Proficiency in complex IT/network systems, with expertise in Cisco firewalls, routers, switches, Linux VM, Azure Cloud, and satellite networks preferred.
- ITIL, networking, and server certifications are preferred, with additional certifications in Microsoft Azure, Kubernetes, Cisco, RedHat, or Lean Six Sigma considered advantageous.
- Strong customer service orientation with a track record of effective communication with clients to achieve desired outcomes.
- Experience designing and implementing service delivery metrics, reporting, and managing service improvement plans.
- Proven ability to drive change in dynamic, multinational environments and communicate effectively across all levels of an organization.
- Exceptional problem-solving, critical thinking, and analytical skills, delivering high performance and customer satisfaction.
- Ability to influence outcomes, drive issues to closure, and pursue challenging goals, including analyzing trends for process improvement.
- Skilled in leading technical discussions and briefings for both technical and non-technical audiences.
- Fluency in spoken and written English.

**_
NICE-TO-HAVE:_**:

- Airline Operations and Product & Service knowledge around aircraft communication services environment is a plus.
- Experience with Power BI for data visualization and analysis
- French is a plus.

**_
ADDITIONAL INFORMATION:_**:

- This position requires you to work during normal business hours but requires flexibility during critical times.

**_
WHAT WE OFFER:_**

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collabora