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.

**KEY RESPONSIBILITIES**:
**Team Leadership & Management**
- Lead a global team of Application Operations Analyst across multiple time zones.
- 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**
- Coordinate with development team and DevOps for bug fixes, escalations, and product updates.

**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.

**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.

Qualifications:
**EXPERIENCE**:

- 8+ years in Application Support, or Service Operations roles.
- 3+ years experience in a leadership or team management capacity.
- 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**:
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

**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.

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

**Competitive Benefits**: Competitive benefits that make sense with both your local market and employment status.