Overview
WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We donβt just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
About The Role & Team
As a Senior Customer Success Specialist your goal will to strengthen customer relationships by providing distinctive service and product assistance. You will Proactively drive service improvements that has a positive impact on customers' operational KPIs. You will proactively find up-selling opportunities during the contract lifecycle.
What You Will Do
- Serve as the voice of the customer within SITA promptly recognizing and capturing prevalent issues and pursue upstream solutions.
- Act as the operational point of contact for Customers Users Service Providers and line Management.
- Lead Operation Review Board Service Performance Review or any other service-related customer meeting in line with contractual obligations and SGS standards.
- Own End-to-End Operational Escalation management and act as the voice of customer within SITA at Management Level
- Deliver all contractual obligations and reviews Service Level Agreements (SLA's) so that contracted/agreed service levels are met for assigned customer.
- To take on call duty (as SITA Duty Manager) for our key customer(s), act as key contributor and co-ordinate ad hoc trouble shooting meeting call during major incident with all concerned parties (Internal and external) aimed to resolve the fault immediately within the prescribed SLA.
- The Duty Manager to perform root cause analysis after major incident, and to recommend service improvement action to avoid repeated issue happen for customer.
- Understand customer technical environment and drive Continual Service improvement. Proactively seek improvements and innovations in the services delivered by SITA to the assigned customer. Document, and manage all service support documentation.
- Hold regular service reviews with service providers where required to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.
Qualifications
EXPERIENCE
- Bachelors/University degree in related technical field or equivalent work experience required
- ITIL Foundation Certification
- Knowledge of intensive expereince in data network data network such as SD WAN, data switch and Firewall.
- Overall 5+ years of experience at a senior level with 3 years of customer facing experience delivering IT services to internal or external customers.
- Experience in leading discussions with customers at mid management level
- Experience of working in a matrix management environment is desirable ideally multi-cultural.
- Experience of continuous service improvement methods is desirable.
- Require English, Mandarin, Cantonese speaking knowledge.
Nice-to-have
- 2 years or more experience in Airline/Air Transport industry
- Cisco Certified Network Associate (CCNA) preferable
- Cisco Certified Network Professional (CCNP) preferable
What We Offer
SITAβs 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:
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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: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
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Flex-location: Benefit for 30 working days from anywhere around the world each year!
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Competitive benefits according to the local market
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.