Senior Specialist Service Operations(Process

5 months ago

مصر, Egypt SITA Switzerland Sarl Full time

Overview:
**_ WELCOME TO SITA_**

**Ready to redefine air travel? The journey starts here, with you at SITA.**

**_
ABOUT THE ROLE & TEAM:_**
- To assist Service Operations teams in maintaining service delivery quality through direct assistance in Process & Quality analysis & assessments to lead resolution of service management issues and recommend and implement service management improvements in order to eliminate recurrent failures, and improve customer satisfaction and service operations performance._

**_WHAT YOU WILL DO: _**
- _Conduct Quality assurance & Process Compliance of operational processes such as Incident _management, Problem Management, and Change Management; and identify areas of _Improvement._
- _Identify and promote opportunities to achieve continuous improvement in operational and process performance._
- _Ensure a process of continuous quality improvement through collection and analysis of _stakeholder feedback, customer feedback and trend analysis._
- _Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans._
- _Ensure supporting systems are maintained in compliance to the process and data sources standards._
- _Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines._
- _Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams._
- _Identity documentation gaps and implement improvements of working processes and procedures._
- _To ensure the Service Operations team adheres to the highest working standards for all incidents problems and changes by providing process & quality guidance support._
- _Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers._
- _Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process._

Qualifications:
**_ EXPERIENCE:_**
- _Degree in Computer Science Electronic Engineering or equivalent._
- _ 3-5 years of experience in data and/or quality management._
- _ 3.5 years of experience in IT industry with the implementation of processes as per recognized Industry standards._
- _ Experience in IT Service Management processes and concepts required._
- _ ITIL Foundation Certificate required._
- _ Knowledge of ITIL and Service Management practices and procedures_
- _ Knowledge of IT and network components and principles_
- _ Analytical capabilities to spot trends via data analysis._
- _ Ability to build relationships with peer and management levels both with clients and the company management._
- _ Ability to work under pressure and to deal with multiple tasks._
- _ Ability to document process & workflow/policy and produce detailed and procedural _documentation._
- _ Operating knowledge of Microsoft Office products._

**_
NICE-TO-HAVE:_**
- _ 6 Sigma desired._
- _ Experience with ISO/IEC 20000, ISO 9001 or Quality Management standards desired._
- _ Experience working in the Airport / Airline industry preferred._
- _ Certification in Quality Management standards (i.e. ISO/IEC 20000 or ISO 9001) desired._
- _ Knowledge of Six Sigma or other industry standards desired_
- _ Knowledge of Quality Management standards desired._

**_
WHAT WE OFFER:_**

At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
**Flex Week**:Work from home up to 2 days/week (depending on the needs of your team and your customers)
- **Flex Day**: Shape your workday to suit your life and your plans.

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

**Employee Wellbeing**: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.

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

**Competitive Benefits**: Access competitive benefits tailored to the local market and your employment status.

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