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
Manage the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to customers. Fulfill SITA's contractual obligations for service management in line with ITIL processes and practices. Act as the customer advocate on operational and service management matters within SITA. Lead the customer interaction on all service-related issues and orchestrate actions in SITA to ensure they are addressed speedily and effectively. Be commercially minded and work in close collaboration with sales and account management to position SITA strongly for business retention contract renewal and service extension.
KEY RESPONSIBILITIES
- Provide ITIL compliant service management to assigned customers.
- Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered.
- Manage all customer requests for service promptly and professionally.
- Lead the Continual Process Improvement process with the customer including recommendations for service upgrades.
- Proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
- Comply with SGS Service Management standards ITIL processes and practices as defined in the Customer Governance including:
- Actively use the intranet CSM Knowledge Base to share key customer documents as required.
- Provide service reports to customers and line management
- Proactively seek improvements and innovations in the services delivered by SITA
- Seek feedback from the customer agree and own customers' Continual Service Improvement Plans (CSIPs)
- Lead Operation Review Board Service Performance Review or any other service-related customer meeting in line with contractual obligations and SGS standards
- 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.
- Escalate operational issues as required and act as the operational point of contact for Customers Users Service Providers and line management.
- To manage other client service staff assigned to support the customer(s)
- Commercial responsibilities for assigned customers:
- Review the monthly CSM revenue and ensure that all CSM related services are correctly billed.
- Contribute to the growth of both SM and OOB revenue of additional services by network orders
- from the Service Review Meetings
- Support SGS territory management about SM revenue management
EXPERIENCE
- 2 years or more experience in a related role delivering IT services to internal or external customers.
- 1 year or more management experience in a customer facing environment. Working independently desirable
- Experience of working in a matrix management environment is desirable ideally multi-cultural Experience of working successfully in a process-oriented environment.
- Experience of continuous service improvement methods is desirable.
- Speaking of Japanese language is a must.
PROFESSION COMPETENCIES
- Business Acumen
- Cost & Time Management
- Manage Customer
- Negotiation
- Service Management Process
- Supplier Relationship Management
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
- Bachelor's degree in IT Telecom or Business or equivalent
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.
πΏ 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.
π Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
π 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.
