Lead Analyst Service Improvement

at  SITA

EXPERIENCE:

• Bachelor’s degree in computer science, information technology, or a related field.
• 5+ years of experience in IT service management, technical support, or system administration roles.
• Strong understanding of IT infrastructure, including networking, servers, storage, and cloud technologies.
• Experience with IT service management frameworks and methodologies, such as ITIL or COBIT.
• Excellent leadership and management skills, with the ability to motivate and inspire a team of technical specialists.
• Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
• Ability to work independently, prioritize tasks, and adapt to changing priorities in a fast-paced environment.

ABOUT THE ROLE & TEAM:

The Technical Service Manager will be responsible for managing and directing the technology engagement with multiple internal and external third-party vendors. In this role, the Technical Service Manager leads, manages and coordinates with teams who are directly responsible for the operation and maintenance of specific components of the technology infrastructure. The Technical Service Manager works across multiple project delivery teams, including subject matter experts, to ensure the successful delivery of projects, products and solutions.

WHAT YOU WILL DO:

• Develop and implement IT service management processes and procedures to ensure the efficient and effective operation of IT infrastructure and platforms.
• Liaise and work closely with the SMEs within the Infrastructure Cloud Engineer and SITA Global Services organizations, to facilitate the operational readiness process.
• Continuously monitor and review performance of the Operations Partner (internal / external) against SLAs and contractual obligations and report findings to internal stakeholders and management.
• Author reports including executive summaries and work papers detailing the assessment work completed, evidence reviewed, and identified gaps.
• Act as the operational escalation point within the Infrastructure and Cloud Engineering (ICE) organization for the ICE Engineering and the SITA operation teams.
• Lead the planning, coordination, and execution of operational readiness for new or modified IT services, ensuring seamless integration into the production environment.
• Develop comprehensive operational readiness plans, including timelines, resource requirements, and risk mitigation strategies.
• Establish operational readiness review processes to validate that all necessary operational activities, such as monitoring, incident management, and support documentation, are in place.
• Establish processes for capturing lessons learned from operational readiness activities and incorporate them into the operational processes.
• Conduct post-implementation reviews to evaluate the effectiveness of operational readiness activities, identify areas for improvement, and implement corrective actions.