.OverviewWELCOME TO SITA'S AIRCRAFT BUSINESS UNITSITA's Aircraft Business Unit makes flight operations, air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through:Communication – connecting aircraft and people around the world.Data & Platform - Turning aircraft data into valuable insight for the entire industry.Applications – Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.Ready to redefine air travel? The journey starts here, with you at SITA. ABOUT THE ROLE & TEAMSITA Aircraft Business Unit Service Operations team is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.Reporting to the Director of Customer Service & Operations, the Senior Manager Service Operations is overall responsible for providing leadership to the global Service Operations team (Montreal, Barcelona and Singapore) that monitors and manages services status and performance while communicating with customers and managing stakeholders.WHAT YOU WILL DOLeadership and Team Management: Oversee day-to-day operations of the 24x7 Service Desk and support teams (team size 50), providing direction, mentoring, and development opportunities to ensure high performance. Foster a culture of diversity, equity, and inclusion within a global, geographically dispersed team.Incident Management: Own and manage the incident management process, ensuring incidents and service requests are resolved efficiently and root causes are identified to prevent recurrence.Process Improvement: Continuously assess and enhance processes, tools, and methodologies to improve efficiency, effectiveness, and customer satisfaction.Stakeholder Collaboration: Work closely with internal and external stakeholders to ensure alignment of service operations with business objectives and customer needs.Service Level Management: Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), taking corrective actions as necessary to meet or exceed targets.Project Management: Lead and participate in projects aimed at improving service operations and implementing new technologies or processes. Champion a culture of continuous improvement within the Service Operations team.Budget Management: Develop and manage the service operations budget, ensuring optimal allocation of resources and cost efficiency.Reporting and Analysis: Prepare and present detailed operational reports, including analysis of incident trends and performance metrics, to senior management.QualificationsEXPERIENCE Minimum of 10 years of experience in managing international service desk and operations.Extensive experience with incident management processes and best practices
