Manager Service Operations-EN
As Manager Service Operations you will 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.
Manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working applications, processes, and procedures.
At SITA, we achieve more, together. Are you ready to join us?
What You Will Do
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with external Vendors and internal departments.
- Single Point of Contact for support escalations into application vendors service management.
- Create documentation around evaluation, integration and governance within IT best practices for application adoption, license provisioning, security, privacy, and user on- and off-boarding.
- 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.
- 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
- Manage staff and ensure adequate training and development is provided to them and carry out regular reviews and input into performance appraisal process.
- Conducts the analysis, definition, documentation and testing of application & systems enhancements.
- 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.
Who You Are
- Project Management Certification, or equivalent experience required.
- Recognized industry certifications such as DevOps, Agile, CICD, or equivalent experience required
- Recognized industry certifications such as ITIL Service Management, Microsoft, Cisco, VMWare, Linux, Nexthink, Dynatrace, or equivalent experience required.
- Degree in Computer Science, Computer Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work experience
- Cloud Computing certification
- Minimum 5 years’ experience as Team Lead / Manager
- Minimum 5-8 years’ experience in the application/system support domain or Network
- Minimum 3-5 years’ experience in the Infrastructure/Application engineering role
- Experience of working in the Airport / Airline industry.
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 plan and access to world class learning.
Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
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?
For your security, during a SITA hiring process
- never respond to an email asking for a payment, your credit card number or a copy of your bank details;
- always check the sender's address before opening the message. For SITA, the address must be equal to “[اضغط هنا لمشاهدة البريد اﻹلكتروني]”. Otherwise, it is a fraudulent message;
- all open positions are published on SITA official website and we encourage candidates to apply through it directly.
In case of issues with uploading your CV or accessing the application system, please contact us @ [اضغط هنا لمشاهدة البريد اﻹلكتروني]
Profession
Service Operations
Work Location
Middle East & Africa-Jordan-Amman
Schedule
Full-time
Job Posting
Feb 8, 2023, 110902 AM
