Airport Service Manager

4 weeks ago

Toronto, Canada SITA Full time

**Overview**:
As an Airport Service manager (2), 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:_**
- Accountable for the quality of the service delivered for the products within scope.
- Serve as customer escalation point for fault management and coordinate service restoration.
- Coordinate service delivery in operational phase.
- Conduct service performance reviews.
- Identify develop and coordinate change management including Change Approval when required.
- Own continual service improvement plans (CSIP) leveraging proactive trend analysis.
- Work closely with delivery team during the implementation phase and maintain proper RISK register for closure of any outstanding items.
- Ensure adherence and implementation of operational tools needed for remediations, monitoring and customer reporting.
- Implement and ensure adherence to ITIL processes onsite including but not limited to Change Management, Incident Management, Problem Management, and customer reporting.
- You may be responsible to manage more than one airport remotely and act in capacity of your role to execute similar job functions for these airports.

**Qualifications**:
**_Who you are:_**
- 6 years or more experience in a related role delivering IT services to internal or external customers.
- 5 years or more management experience in a customer-facing environment
- Experience in a complex multi-cultural matrix management organization
- Experience of working successfully in a process-oriented environment
- Experience of continuous service improvement methods
- years or more experience in Airline / Air Transport industry (ideally)
- Business Acumen
- Manage Customer
- Service Management Process
- Bachelor's degree in IT Telecom or Business or equivalent
- ITIL Foundations (preferable)
- ITIL Service Management Certification (preferable)

**_
What we offer:_**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension pan and access to world class learning.

**_
Welcome to SITA:_**
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

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