ABOUT YOUR SKILLS:

• 5+ years of experience delivering IT services to internal or external customers.
• Working knowledge of project management body of knowledge (7th edition)
• 5+ years of management experience in a customer-facing role.
• Proven experience in multi-cultural, matrix-managed organizations.
• Strong background in process-driven environments and continuous service improvement.
• 3+ years of experience in the Airline or Air Transport industry ( desirable)
• Solid business acumen and customer management skills.
• Strong knowledge of service management processes.
• Bachelor’s degree in IT, Telecommunications, Business, or equivalent.
• ITIL Foundation certification required.
• ITIL Service Management certification is an asset.

ABOUT THE ROLE & TEAM:

As a Team Lead Service operation, your role is to 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. Serve as primary contact for interaction between customers and SITA for general service performance issues. Work in close collaboration with Sales & Account Management to position SITA strongly for business retention, contract renewal, and service extension.

WHAT YOU WILL DO:

• Ensure high-quality service delivery for all in-scope products.
• Act as the main customer escalation point and coordinate fault resolution.
• Oversee service delivery during the operational phase.
• Lead regular service performance reviews with customers.
• Manage change requests, including approvals when required.
• Drive continual service improvements using trend analysis and CSIPs.
• Supervise on-site client service staff and third-party resources.
• Report SLA performance and metrics during review meetings.
• Support revenue growth by identifying opportunities for upselling and promoting additional SITA services.
• Collaborate with internal teams to design and propose competitive service management solutions.
  Qualifications: