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Manager Service Operations

2 weeks 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:_**
- As Manager Service Operations your main responsibility is to ensure 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, and 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._

**_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 coordinate the resolution with the appropriate resolver groups._
- _ Ensure the 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 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._
- _ Manage staff and ensure adequate training and development is provided to them and carry out regular 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._

Qualifications:
**_ EXPERIENCE:_**
- _Degree in Computer Science Electronic Engineering or equivalent._
- _ Minimum 5 years of experience as Team Lead / Manager._
- _MCP Database Mgmt or Networking Certification._
- _ Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management or equivalent experience required._
- _ ITIL Intermediate Certificate_
- _ Minimum 3-5 years of experience in the ACM domain where applicable._
- _ Experience of working in the Airport / Airline industry._
- _ Experience in Resource Management, Service Infrastructure Platforms and Service Management Processes._

**_
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.