Senior Manager Service Operations

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**

SITA Aircraft Business Unit Service Operations team is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.

Reporting to the Director of Customer Service & Operations, the Senior Manager Service Operations is overall responsible for providing leadership to the global Service Operations team (Montreal, Barcelona and Singapore) that monitors and manages services status and performance while communicating with customers and managing stakeholders.

**WHAT YOU WILL DO**
- ** Leadership and Team Management**: Oversee day-to-day operations of the 24x7 Service Desk and support teams (team size 50), providing direction, mentoring, and development opportunities to ensure high performance. Foster a culture of diversity, equity, and inclusion within a global, geographically dispersed team.
- ** Incident Management**: Own and manage the incident management process, ensuring incidents and service requests are resolved efficiently and root causes are identified to prevent recurrence.
- ** Process Improvement**: Continuously assess and enhance processes, tools, and methodologies to improve efficiency, effectiveness, and customer satisfaction.
- ** Stakeholder Collaboration**: Work closely with internal and external stakeholders to ensure alignment of service operations with business objectives and customer needs.
- ** Service Level Management**: Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking corrective actions as necessary to meet or exceed targets.
- ** Project Management**: Lead and participate in projects aimed at improving service operations and implementing new technologies or processes. Champion a culture of continuous improvement within the Service Operations team.
- ** Budget Management**: Develop and manage the service operations budget, ensuring optimal allocation of resources and cost efficiency.
- ** Reporting and Analysis**: Prepare and present detailed operational reports, including analysis of incident trends and performance metrics, to senior management.

Qualifications:
**EXPERIENCE**
- Minimum of 10 years of experience in managing international service desk and operations.
- Extensive experience with incident management processes and best practices.
- Strong expertise with monitoring systems, including the ability to articulate and enhance system requirements
- Ability to communicate technical topics and manage customers and internal teams during critical instances.
- Proven success in leading and managing geographically dispersed teams.
- Experience in implementing service delivery metrics and reporting.
- Demonstrated ability to improve processes, tools, and methodologies in a technical environment.
- Experience with budget management and optimizing resource allocation.
- Proficiency in using ServiceNow
- ITIL Foundation Certification.
- Excellent communication, interpersonal, and stakeholder management skills.
- Fluent in English - excellent verbal and written communication skills.

**NICE-TO-HAVE**
- Experience in the aeronautical or related technical/IT/telecommunication 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 Champion Health - a personalized, proactive platform to support diverse wellbeing needs.

**Professional Development**: Level up your skills with our training platforms, including LinkedIn Le