Technical Service Delivery Manager
3 days ago
About SITA:
SITA is the leading specialist in air transport communications and information technology. Our company has decades of experience and expertise in addressing core business, operational, baggage, and passenger processes in air transport.
We have a global presence, covering 95% of international air travel destinations and working with over 2,800 air transport and government customers worldwide.
Our mission is to empower the global aviation industry through innovative solutions and expertise, connecting them through cutting-edge technologies.
About the Role:
The Senior Specialist/Engineer Service Operations position is critical to our organization's success. You will be responsible for delivering exceptional technical service operations, ensuring our competitive strength and business growth.
Your Key Responsibilities:
- Provide network operations support to internal and external customers, adhering to customer contracts and SLAs.
- Ensure the correct functioning and maintenance of all internal and external systems serviced by Service Operations.
- Maintain the highest standards of customer service and communication when serving as the SPOC.
- Resolve incidents/changes within agreed SLA parameters, escalating complex issues to higher levels if necessary.
- Support incident and problem management activities, coordinating resolution with resolver groups.
- Proactively detect problems related to service and infrastructure operations, conduct diagnostics, and provide service request ownership for issue resolution.
- Collaborate with senior team members on management reporting and day-to-day task coordination during Lead Engineer absence.
- Report and escalate unresolved issues to higher levels.
- Carry out preventive and proactive maintenance of equipment and system monitoring according to agreed schedules and customer expectations.
- Manage local suppliers in provision of services for SITA Service Operations centers and report to management.
- Document lessons learned, known errors, and operational knowledge for service improvement.
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