EXPERIENCE:

• Australian citizenship (mandatory)
• Minimum of 3 years’ experience in a customer-facing role within the airline industry
• Demonstrated experience working with government customers and adhering to their procurement and security frameworks
• Solid technical aptitude, including hands-on experience with vulnerability scanning tools (e.g. Nessus, Qualys)
• Excellent verbal and written communication skills, with the ability to simplify complex technical concepts
• Strong problem-solving skills and the ability to work under pressure
• Certifications such as CISSP, CISM or ISO 27001 Lead Implementer
• Familiarity with ITIL practices and incident management processes
• Experience with service-desk platforms (e.g. ServiceNow, Jira Service Management)
• Background in reporting tools (e.g. Power BI)

ABOUT THE ROLE & TEAM:

At SITA, we are seeking a motivated Customer Success Manager to join our team. You will be the primary liaison for airline and government customers, ensuring system reliability, driving value realisation, and maintaining security compliance. This role requires an Australian citizen with proven airline-industry experience and a background in government-sector engagements.

WHAT YOU WILL DO:

• System Support and Maintenance
• Respond to and resolve support requests in a timely manner
• Monitor system performance and availability
• Coordinate with development and infrastructure teams to implement fixes and enhancements
• Vulnerability Scanning Management
• Schedule, execute and oversee regular vulnerability scans
• Analyse scan reports and document findings
• Prioritise, track, and verify remediation activities with internal and external teams

Reporting and Analysis

• Produce weekly, monthly, and ad-hoc performance and security reports
• Present insights to stakeholders, highlighting trends and risk areas
• Recommend process improvements to enhance system stability and security

On-Call Duties

• Participate in a rotating on-call roster outside standard business hours
• Triage incidents, coordinate escalation and ensure prompt resolution
• Maintain accurate incident logs and conduct post-incident reviews

Customer Engagement

• Build and maintain strong relationships with government and airline clients
• Conduct regular check-ins to assess satisfaction and identify opportunities for upsell
• Develop customer success plans to maximise adoption and ROI

Qualifications: