Airport Service Manager

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Airport Service Manager
As Airport Service Manager, you will 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.
Reporting to the Senior Manager GSO Territory, you will be a part of the GEO Service management team responsible for Customer Service Management and serve as the primary contact for interaction between customers and SITA for general Service performance.
So whether you are curious or serious…apply now

What you will do:

  1. Perform service performance reviews and coordinate service delivery in the operational phase.
  2. Identify, develop, and coordinate change management including Change Approval when required.
  3. Serve as a customer escalation point for fault management and coordinate service restoration.
  4. Own continual service improvement plans (CSIP) leveraging proactive trend analysis.
  5. Report on SLA performance (e.g. during service review meetings) and 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.
  6. 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.
  7. 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.
  8. Support the SGS Territory management in revenue pipeline forecasting and management and work with SGS Bid Support to help design the most valuable and competitive service management solution.
  9. Propose new service offerings based on the airport customer needs and on the SITA team's capabilities and develop a close working relationship with SITA's Account and management teams, actively contributing to identify and win new customer business opportunities or contract renewals.
  10. Contribute towards profitability 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.

EXPERIENCE:

  • 6 years or more experience in a related role delivering IT services to internal or external customers.
  • 5 years or more management experience in a customer-facing environment, ideally working independently.
  • 3 years or more 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.

KNOWLEDGE & SKILLS:

PROFESSION COMPETENCIES:

  • Business Acumen
  • Cost & Time Management
  • Financial Acumen
  • Manage Customer
  • Negotiation
  • Service Management Process
  • Supplier Relationship Management

CORE COMPETENCIES:

  • Adhering to Principles & Values
  • Communication
  • Creating & Innovating
  • Customer Focus
  • Developing Talent
  • Impact & Influence
  • Leading Execution
  • Managing Performance
  • Results Orientation
  • Teamwork

EDUCATION & QUALIFICATIONS:

  • 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 may be 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).
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