Service Delivery Manager

7 months ago

Montréal, Canada SITA Full time

**Overview**:
Reporting to the Manager, Service Management, the Service Delivery Manager role is the key interface between SITA FOR AIRCRAFT internal Business contacts and the Technology organization, contributing to the overall delivery of software and services to ensure a world class customer experience.
The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish, grow and nurture the customer-centric culture of the Service Management team.

**_
What you will do:_**
- Facilitate the Service Transition process of new products and customers to operations, assisting teams during the process and ensure acceptance and operational readiness by each stakeholder.
- Act as an active facilitator and as a Change & Problem Manager between different functions and business units driving improved service stability, explain expectations through Service Transition activities for new initiatives and ensure proper oversights via health dashboards.
- Provide regular Product health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance and/or changes that require client testing, communications of changes.
- Operationalize risk register including tracking and governance.
- Continuously improve the overall Service Level Management Process

**Qualifications**:
**_Who you are:_**
- 5+ years IT Operations experience in large scale, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies with B. Tech./B.E. degree in Electronics & Telecomm or Computer Science.
- Experience implementing ITSM frameworks (i.e. ITIL) and supporting tools such as ServiceNow, Remedy, etc. with a demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification.
- Demonstrate evidence of influencing positive change within a Service Management environment and implementing service delivery metrics and reporting.
- Proven knowledge of the Change, Problem, Major Incident and Service Transition Processes.
- Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service.
- Ability to lead technical discussions, briefing sessions and phone conferences. Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff, providers and present summaries with senior management.

**_ 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.

**_
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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