Airport Service Manager (1)

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

About the role and the team

As an Airport Service Manager (1), you will support SITA-contracted customers through local or regional models, aligning with the SITA Airport Support Model. You will be the primary contact for service operations and performance issues. Manage local staff and assist regional managers as needed. Collaborating with Sales, Account Management, and technical teams to drive business retention, contract renewals, and service extensions.

Your responsibilities include ensuring service quality, data analytics, managing fault escalations, coordinating service restoration, team coordination, and overseeing operational delivery. You will conduct performance reviews, handle change and problem management, approve changes, and implement Continual Service Improvement Plans (CSIPs) to enhance service delivery.

What you will do:

Service Quality:

• Be accountable for the quality of service delivered for all products within scope including both administrative and technical tasks and initiatives.

Customer Escalations:

• Act as the main escalation point for fault management.
• Coordinate and ensure service restoration.

People Manager:

• Manage both Staff and Contractors including scheduling, task assignment, performance reviews, hiring and policy compliance.

Service Delivery:

• Coordinate and support the delivery of services during the operational and delivery phases.

Service Performance Reviews:

• Conduct regular reviews via reactive and proactive monitoring, reporting and data analytics to assess and improve service performance. Present reviews to customers and management on a regular and ongoing basis.

Change and Problem Management:

• Identify, develop, and coordinate activities related to change and problem management.
• Manage and approve changes through the Change Approval Process.

Continual Service Improvement:

• Lead and implement Continual Service Improvement Plans (CSIPs) to enhance service delivery.

About your skills:

• A minimum of 6 years of experience in a related role delivering IT services to internal or external customers.
• At least 5 years of service management / coordination experience in a customer-facing environment.
• Proven experience working within a complex, multi-cultural, matrix management organization.
• Demonstrated success in a process-oriented environment.
• Familiarity with continuous service improvement methods.
• Ideally, 3 or more years of experience in the Airline or Air Transport industry.
• Strong business acumen with the ability to manage customer relationships effectively.
• Knowledge and application of service management processes.
• Bachelor's degree in IT, Telecom, Business, or an equivalent field.
• ITIL Foundations certification (preferred).
• ITIL Service Management Certification (preferred).

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 rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.

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