Team Lead Service Operations

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Are you ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

As a Team Lead Service operation, your role is to 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. Serve as primary contact for interaction between customers and SITA for general service performance issues. Work in close collaboration with Sales & Account Management to position SITA strongly for business retention, contract renewal, and service extension.

WHAT YOU WILL DO:

• Ensure high-quality service delivery for all in-scope products.
• Act as the main customer escalation point and coordinate fault resolution.
• Oversee service delivery during the operational phase.
• Lead regular service performance reviews with customers.
• Manage change requests, including approvals when required.
• Drive continual service improvements using trend analysis and CSIPs.
• Supervise on-site client service staff and third-party resources.
• Report SLA performance and metrics during review meetings.
• Support revenue growth by identifying opportunities for upselling and promoting additional SITA services.
• Collaborate with internal teams to design and propose competitive service management solutions.

ABOUT YOUR SKILLS:

• 5+ years of experience delivering IT services to internal or external customers.
• Working knowledge of project management body of knowledge (7^th edition)
• 5+ years of management experience in a customer-facing role.
• Proven experience in multi-cultural, matrix-managed organizations.
• Strong background in process-driven environments and continuous service improvement.
• 3+ years of experience in the Airline or Air Transport industry ( desirable)
• Solid business acumen and customer management skills.
• Strong knowledge of service management processes.
• Bachelor's degree in IT, Telecommunications, Business, or equivalent.
• ITIL Foundation certification required.
• ITIL Service Management certification is an asset.

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:

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.

"Equal Employment Opportunity Employer / Veterans / Disabled. SITA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

If you have a disability and you believe you need a reasonable accommodation, please email Jean-Baptiste.Girukwayo@sita.aero. This Talent Acquisition Consultant will assist disabled job seekers whose disability prevents them from being able to apply online."

Pay Transparency Nondiscrimination Provision

In the U.S. (Colorado), the standard base salary range for this role is $80,000.00 to $85,000.00 per year. This range applies only to positions based in Colorado and does not apply to roles in other locations. Actual compensation may vary based on factors such as experience, performance, and location. In addition to competitive base pay, employees in this role may be eligible for incentive compensation; however, such compensation is not guaranteed.