Team Lead Service Operations

Overview:
**WELCOME TO SITA**:
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

**PURPOSE**:
To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

**KEY RESPONSIBILITIES**:

- Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to have them up dated as required.
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLA.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations.
- Reporting and escalating all observed problems to proper SITA operational escalation points.
- Report on the monthly performance of the team and provide feedback to the relevant management teams.
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
- Manage the first line responsibility and budgets for the different teams under Service Operations including Quality of service provided and Escalations.
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems
- Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into performance appraisal process.
- Identify knowledge and documentation gaps and ensure there is a process to get up-to-date information through a knowledge repository
- When/where required be contactable for escalations and support on and on-call standby basis
- When/where required perform assigned tasks on 24 x 7 shifts basis.

Qualifications:
**EXPERIENCE**:

- Must have dealt directly with external customers delivering to SLAs.
- Minimum 2 - 3 years experience in ACM domain where applicable.
- Experience of working in the Airport / Airline industry.

**KNOWLEDGE & SKILLS**:
**PROFESSION COMPETENCIES**:

- Business Analysis
- Crisis Management
- Organisational Awareness
- Product/Solution Knowledge
- Resource Management
- Service Infrastruct/Platforms
- Service Management Process

**CORE COMPETENCIES**:

- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork

**EDUCATION & QUALIFICATIONS**:
Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification
- Applicable vendor / technology intermediate level certification or equivalent work experience
- Industry certifications such as MCSA MCTS CCNA Linus/Oracle entry level AIX Specialist - ITIL Foundation Certificate

**WHAT WE OFFER**:
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

**Flex Week**: Work from home up to 2 days/week (depending on your team's needs)
- **Flex Day**: Make your workday suit your life and plans.

**Flex-Location**: Take up to 30 days a year to work from any location in the world.

**Employee Wellbeing**: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

**Professional Development**: Level up your skills with our training platforms, including LinkedIn Learning

**Competitive Benefits**: Competitiv