Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations.
As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.
Our Vision : Easy air travel every step of the way
WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.
Challenge : Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity : Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer.
Diversity is more than a target to us, it’s a key part out of our collective identity and values.
Provide support to SITA contracted customers via a local dedicated (single airport) or regional designated model (multiple airports) in line with the newly defined SITA airport support Model.
n-in terms of Customer Service Management serve as primary contact for interaction between customers and SITA for general Service performance issues.
nin terms of Business Development work in close collaboration with Sales & Account Management to position SITA strongly for Business retention contract renewal and Service extension.
Your role will involve :
Coordinate service delivery in operational phase
Identify develop and coordinate change management including Change Approval when required
Serve as customer escalation point for fault management and coordinate service restoration
Own continual service improvement plans (CSIP) leveraging proactive trend analysis
Report on SLA performance (e.g. during service review meetings)
Be accountable for the quality of the service delivered for the products within scope owning actions across multiple SITA teams both Local and Central as well as Suppliers
Review the monthly SM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between SITA and the customer
Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional SITA services
Support the SGS Territory management in revenue pipeline forecasting and management
Work with SGS Bid Support to help to design the most valuable and competitive service management solution Champion' the SITA service models aiming at increasing revenues
Propose new service offerings based on the airport customer needs and on the SITA team's capabilities
Develop a close working relationship with SITA's Account & Management teams and actively contribute in identifying and winning new customer business opportunities or contract renewals.
Contribute towards profitably by managing organic revenue growth of the contracted services with our customers.
Provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and / or associated internal and external costs.
Manage other client service staff including third party resources at assigned sites to support the customer(s) and develop the capabilities of the team.
Perform service performance reviews
We would like it if you have the below qualifications, knowledge and experiences :
Experience in a related role delivering IT services to internal or external customers
Management experience in a customer facing environment ideally working independently
Experience in Airline / Air Transport industry
Experience in a complex multi-cultural matrix management organization
Experience of working successfully in a process-oriented environment
Experience of continuous service improvement methods
Organizational knowledge and sensitivity
Knowledge of SITA Products (scope depending on services to be supported by customer contract assignments)
Working knowledge of SITA's required standard IT Operations
Management tools and ability to define requirements for enhancement of these tools to the specialized SITA teams.
Service management process knowledge (ITIL Service Support & Service Delivery)
Knowledge and understanding of IT network and communication protocols
Ability to analyze draw conclusions and create recommendations to solve customers' complex problems
Ability to build relationships with peer and management levels both with clients and the company management
Ability to work under pressure (e.g. during crisis) and multi-task
Bachelor's degree in IT Telecom or Business or equivalent
SITA Service Management Certification Level 2 ( 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.
SITA CIS Education program
Other SITA CIS certifications as per SGS policy (when available)
SITA EUC certifications as per SGS policy (when available)
SITA ASL certifications as per SGS policy (when available)
If you apply, we will carefully review your fit against theposition criteria and feedback to you. If your profile does not meet thecriteria, we will retain your profile as an active applicant for futureconsideration.
Thanks for your interest in SITA.