Job Description

Overview:
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
Manages service delivery, ensuring coordination across functions and continual improvement of delivery processes. Leads and develops employees by driving performance, fostering growth, resolving conflicts, and aligning team efforts with organizational goals, while ensuring compliance and effective communication.
What will you do:

• Oversees day-to-day operation and performance of a team responsible for successful ordering and delivery of customer orders as per agreed scope, quality and time.
• Provides direction and leadership to the team, aligning their efforts with organizational goals and fostering a positive, motivating work environment.
• Monitors, assesses, and provides feedback on individual and team performance, supporting professional development and addressing conflicts constructively.
• Guides team members through coaching, mentoring, and clear communication to enhance their skills, align objectives, and ensure efficiency.
• Acts as a role model of organizational values, ethics, and policies, supporting change initiatives and promoting workplace culture in line with company strategy.
• Manages and optimizes resources
• Handles day-to-day operational escalations and owns their timely resolution
• Analyses operational data to identify trends, bottlenecks, and areas of improvement and works with relevant parties to implement viable solutions
• Develop and maintain operational procedures to enhance efficiency and minimize gaps
• Ensures compliance with established tools and processes
• Make informed decisions balancing team needs and business objectives.

• Collaborates with cross-functional teams to resolve operational issues and improve service delivery.
• Leads initiative to identify and implement continual improvement opportunities in delivery processes

Qualifications:
Educational Background

• Bachelors degree in business administration, Operations Management, Information Technology, or a related field.
• Masters degree in business administration (MBA) or a relevant field is a plus.

Qualifications

• Professional certifications in ITIL, Lean Six Sigma, project management or similar service management frameworks are highly desirable.
• Leadership and people management training and certifications.
• Fluent in English, Other foreign languages are a plus

Experience

• 8-10 years or more in project management and supervisory roles managing people directly
• Ideally 3-5 years in IT solutions provider environment with knowledge of SITA-like products and underlying technologies
• Extensive experience in service delivery, preferably in a leadership or managerial role.
• Experience in managing and developing teams, including performance management, coaching, and mentoring.
• Demonstrated experience in tracking/ analyzing performance metrics and driving improvements
• Experience in resource allocation and workforce capacity management

WHAT WE OFFER:
SITAs workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
xf0x9fx8fxa1 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
xe2x8fxb0 Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
xf0x9fx8cx8e Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
xf0x9fx8cxbf Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
xf0x9fx9ax80 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
xf0x9fx99x8cxf0x9fx8fxbd Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.