(ZH987) | Director Service Operations Barcelona, Catalonia Ready to redefine air travel?
The journey starts here, with you at SITA.ABOUT THE ROLE TEAMEvolving in a unique high performing culture, combining telecommunication and Air Transport, where people do great things together, our Director Service Operations will be a key pillar in SITA's contribution to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.
Reporting to SITA FOR AIRCRAFT Chief Executive Officer, and as a member of the Leadership Team, the Director Service Operations plays a pivotal role in leading a dedicated team responsible for service definition, customer support, service delivery, and operations management.
You will interact with various functions within SITA FOR AIRCRAFT such as Engineering Technology, Product, and other colleagues across the company, located in 20+ countries.WHAT YOU WILL DOTransformation and Organizational Design: Spearhead transformation initiatives and lead the development and implementation of organizational design strategies that enhance operational efficiency and effectiveness.
Collaborate with cross-functional teams to drive change management efforts, ensuring the organization is agile and adaptive in response to evolving business needs.People Skills: Identify, cultivate, and develop talent within the Customer Service Operations team, creating a culture of continuous learning and professional growth.
Drive the acquisition of key skills and expertise necessary to support the company's international growth objectives, while also fostering diversity and inclusion within the workforce to enhance innovation and performance.Team Leadership and Development: Lead and inspire a high-performing team of professionals, fostering a culture of collaboration, growth, and excellence, while effectively managing resources and budgets.Risk Management and Cybersecurity: Implement robust security and risk management practices to safeguard company data and assets, proactively identifying and mitigating potential threats and vulnerabilities.Stakeholder Engagement and Communication: Build strong relationships with internal and external stakeholders, including cross-functional teams, clients, and partners, communicating technical concepts effectively and driving alignment to achieve business objectives.Customer Service Management: Develop and implement a customer service strategy aligned to the Product strategy.
Foster a customer-centric culture within the organization.
Continuously monitor and improve customer satisfaction metrics.Operations Management: Oversee all aspects of the company's operations to ensure efficiency and cost-effectiveness.
Collaborate with cross-functional teams to optimize processes and workflows.
Implement best practices and technologies to streamline operations.
Monitor key performance indicators (KPIs) to assess operational performance.
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