Customer Operations Specialist

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

At SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.

As a Customer Operations Specialist, your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle. A key aspect of the role would be to form a relationship of trust with customers anticipate needs and act with agility and flexibility in the face of any situation that may arise.

KEY RESPONSIBILITIES

• Acts as a point of contact and manages all customer requests for service promptly and professionally.
• Analyze problematic situations and occurrences and implements solutions.
• Identify risk areas and escalate operational issues as required.
• Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.
• Review the monthly CSM revenue and ensure that all CSM related services are correctly billed.
• Acts as a point of contact and manages all customer requests for service promptly and professionally.
• Analyze problematic situations and occurrences and implements solutions.
• Identify risk areas and escalate operational issues as required.
• Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.

EXPERIENCE

• Overall 3+ years of experience with 2 years or more experience in a related role delivering IT services to internal or external customers
• 1 year or more management experience in a customer facing environment. Working independently desirable
• Experience in Airline / Air Transport industry is a plus

NICE TO HAVE

• Experience of working in a matrix management environment, ideally multi-cultural
• Experience of working successfully in a process-oriented environment
• Experience of continuous service improvement methods is desirable
• Any other European language will be a plus.

EDUCATION & QUALIFICATIONS

• Bachelor's degree in IT Telecom or Business or equivalent
• SITA Service Management Certification (ITIL Foundations)
• ITIL Service Management Certification as per SGS standards
• Depending on the solution scope of each customer assignment specific certifications and in-house education is required

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.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.