PURPOSETo 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. Perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities. To provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. n- 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.
KEY RESPONSIBILITIES- Provide service and infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service & Infrastructure Operations
- When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
- Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
- Report on the monthly performance of the team and provide feedback to the relevant management teams.
- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
- Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
- Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
- Conducts the analysis, definition, documentation and testing of application & systems enhancements
- To provide onsite support to Users during the cutover of the services
- Perform and support knowledge management by continuously identifying new sources of information and documenting them into the Knowledge management systems
- Collect lessons learnt and produce new Knowledge documents to be used for operational excellences
- When/where required, be contactable for escalations and support, on and on-call standby basis.
EXPERIENCE
- Proven leadership and coaching experience.
- Solid IT Operational experience in supporting critical applications and IT infrastructure.
- Experience in an established DevOps and Agile Operations environment.
- Highly competent at working at senior levels within an IT services provider or in the IT division of a large international matrix organization, working with customers up to C-suite level.
- Must be able to demonstrate strong experience in the management of a team of professionals, to deliver high value, cost effective and strategic service solutions.
- Practical experience of managing budgets, particularly geared around managing and measuring the cost of operations and the monitoring and improvement of operational unit costs and TCO.
- Practical experience in Service Design / Architecture roles including Networks, Application integration and Management, Data Centre and Cloud Services.
- Evidence of leading or actively supporting transition of Services during delivery and operational handover to customers and internal groups.
KNOWLEDGE & SKILLS
- Manage your own and team’s contributions to tight deadlines and ability to prioritise and focus effort on the right tasks.
- Foster a strong positive collaboration with the internal teams and external customers to meet strategic goals.
- Service and Design Thinking.
- Problem Management and Continual Improvement.
- Ability to understand financial structures such as business cases and budgets.
- Influential communication and presentation skills with the ability to partner at all levels.
- Strong in creating job relevant documentation, presentations and other customer facing and internal material.
- Apply Risk Management techniques to identify, define and mitigate Service and Project Risks to senior levels in the organisation.
PROFESSION COMPETENCIES
- Cross-team integration
- Planning: Tactical, Strategic
- Products and Services
- Commercial Acumen
- Managing Risk
- ITIL (Information Technology Infrastructure Library)
- Communicating Complex Concepts
- Continuous Transformation
- Customer/Market Focus
- IT Service Design and Introduction
- IT Service Improvement
- Problem Management
- Product Design and Development
- Agile Methodologies
- ITIL Application Management
- Customer Service (SMSO7A)
- Soft Skills (SMSO7A)
- Information Technology (SMSO7A)
- Project Management (SMSO7A)
- Business Development (SMSO7A)
CORE COMPETENCIES
- Customer Focus
- Adhering to Principles & Values
- Creating & Innovating
- Results Orientation
- Teamwork
- Communication
- Impact & Influence
- Leading Execution
EDUCATION & QUALIFICATIONS
- Minimum bachelor’s degree or equivalent is required.
- ITIL Service Design and Service Transition Intermediary Level Required or Expert Level desirable.
- Foundation level on Agile and DevOps methodologies are required.
- Project Management Certification (PMI, Prince) is a plus.
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.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have 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.
🚀 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.
