Welcome to SITA... We lead one of the most exciting andadvanced industries on earth. Around the world, nearly every passenger flight relies onSITA technology, almost every airport and airline does business with us, andit’s our job to support their operations.
As the world's leading air transportIT and communications specialist, we’re committed to meeting the demands of theair 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 explorethe edges of possibility and beyond. Together,we Go.Far.
Challenge : Our people take on some of thebiggest challenges in our industry. They aren't afraid to thinkbigger, work harder and deliver smarter solutions that are continuouslytransforming air travel.
Opportunity : Taking on these challenges opens upa world of opportunities for our people. We make sure they have the chance todevelop their skills, explore new horizons and grow their careers on a globalscale.
At SITA we believe that creating and nurturing an inclusiveculture is about who we are as an organisation, and as an employer.
Diversityis more than a target to us, it’s a key part out of our collective identity andvalues.
Provide support to SITA contracted customers via a local dedicated(single airport) or regional designated model (multiple airports) in line withthe newly defined SITA airport support Model.
n- in terms of Customer ServiceManagement serve as primary contact for interaction between customers and SITAfor general Service performance issues.
n- in terms of Business Development workin close collaboration with Sales & Account Management to position SITAstrongly for Business retention contract renewal and Service extension
Coordinate service delivery in operational phase
Identify develop and coordinate change management including ChangeApproval when required
Serve as customer escalation point for fault management and coordinateservice restoration
Own continual service improvement plans (CSIP) leveraging proactivetrend analysis
Report on SLA performance (e.g. during service review meetings)
Be accountable for the quality of the service delivered for the productswithin scope owning actions across multiple SITA teams both Local and Centralas well as Suppliers
Review the monthly SM revenue and ensure that all contracted SM relatedservices are correctly billed (recurring and ad-
hoc services) and support theresolution of other billing / contract -related issues between SITA and thecustomer
Contribute to the growth of both the SM revenue and OOB revenue ofadditional services by engaging with the customer and promoting additional SITAservices
Support the SGS Territory management in revenue pipeline forecasting andmanagement
Work with SGS Bid Support to help to design the most valuable andcompetitive service management solution
Champion' the SITA service models aiming at increasing revenues
Propose new service offerings based on the airport customer needs and onthe SITA team's capabilities
Develop a close working relationship with SITA's Account &Management teams and actively contribute in identifying and winning new customerbusiness opportunities or contract renewals.
Contribute towards profitably by managing organic revenue growth of thecontracted services with our customers.
Provide support to line management and bid teams in developing customerproposals by identifying any local factors that may impact the operationalmodel and / or associated internal and external costs.
Manage other client service staff including third party resources atassigned sites to support the customer(s) and develop the capabilities of theteam.
EXPERIENCE, KNOWLEDGE & SKILLS
Experience in a related role delivering ITservices to internal or external customers
Management experience in a customer facingenvironment 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-orientedenvironment
Experience of continuous service improvement methods
Knowledge of SITA Products (scope depending on services to be supported by customer contract assignments)
Working knowledge of SITA's required standard IT OperationsManagement tools and ability to define requirements for enhancement of thesetools to the specialized SITA teams.
Service management process knowledge (ITIL Service Support &Service Delivery)
Knowledge and understanding of IT network and communicationprotocols
Ability to analyze draw conclusions and create recommendations tosolve customers' complex problems
Ability to build relationships with peer and management levelsboth 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 assignmentspecific 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 willcarefully review your fit against the position criteria and feedback to you. Ifyour profile does not meet the criteria, we will retain your profile as anactive applicant for future consideration.
If you need direct support, you cancontact us on .Thanks for your interest in SITA