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.
About The Role & Team
We are seeking an experienced and dynamic Service Operations Manager to lead our corporate identity and infrastructure services. This role is pivotal in driving the tactical direction and execution of our cloud and on-premise service operations by leveraging our significant investment in Microsoft products and services.
What You’ll Do
- Manage and develop identity and infrastructure standards, policies and processes, and the service delivery to meet customer timelines and quality standards.
- Demonstrate thought leadership by actively tracking emerging technologies. Plan and deliver their implementation to achieve valued business outcomes.
- Manage the development of infrastructure standards using appropriate resources, processes, methodologies and technologies, in compliance with SITA's policies, procedures and industry standards.
- Facilitate system access, operations, and maintenance in line with recognized best practices.
- Manage and maintain accountability for the health and upkeep of the technology domain and the associated tools for timely and cost-effective delivery, to sustain the long-term goals of the business.
- Ensures adherence to processes and outputs required to meet the criteria for ITIL, ITSM and PMI standards through structured validation and testing.
- Manages service delivery quality through direct assistance in implementing and improving working processes and procedures.
Qualifications
ABOUT YOUR SKILLS
- University degree or equivalent (preferably in Computer Science, Engineering, Mathematics or similar).
- At least 5+ years experience in deployment or support of Microsoft cloud services with experience of multiple implementations.
- At least 3+ years experience managing an IT infrastructure or operations team.
- Experience working alongside, or managing Offshore contract resources is required.
- Understanding of Asset, Change, Incident, Request, Problem Management in an ITIL Framework (3.0 or higher) required.
- Experience with operating high priority and business critical services including P1/P2 incident management
- Knowledge of Cloud infrastructure (specifically Azure) is essential - demonstrated certification (ex: AZ-104 or higher).
- Specialized knowledge of Identity & Access Management (Azure Entra/Azure B2C/B2B/Active Directory) is strongly recommended.
- Prior experience as an Azure tenant Global Administrator in an organization of 1,000+ employees required.
- Understanding of familiarity, or capability to read/write PowerShell scripting (CLI/AzCLI) is required.
- A good working knowledge of Virtualization technology (Hyper-V) knowledge expected.
- Contract management and budgeting skillsets, including capability for planning CAPEX investment & OPEX (including multi-year & depreciation) a major asset.
- Experience of participating in and responding to internal and external audits including ISO27001 certification.
NICE-TO-HAVE
- Previous expertise as a member of an infrastructure ‘Crisis Committee’, or ‘Emergency Management Team’ is an asset.
- Formal project management training desirable (Agile and/or ADO is an asset)
What We Offer
We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
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Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
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Flex Day: Make your workday suit your life and plans.
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Flex Location: Take up to 30 days a year to work from any location in the world.
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Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
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Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
