ABOUT US Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations.
As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day Our Vision Easy air travel every step of the way WHY SHOULD YOU BE INTERESTED?
With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far. Challenge : Our people take on some of the biggest challenges in our industry.
They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity : Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer.
Diversity is more than a target to us, it’s a key part out of our collective identity and values THE ROLE : At SITA we believe in putting the customer at the centre of everything we do.
As a Senior Customer Success Specialist, your goal is 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 also proactively find up-selling opportunities during the contract lifecycle. Your role will involve :
Be a trusted supplier representative at customer's IT Management Level by providing proactive operational innovative advice.
Lead a team of field engineers and contractors
Develop close working relationship with the local airport authorities and management
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.
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.
Comply with SGS Service Management standards ITIL processes and practices as defined in the Customer Governance.
Commercial responsibilities for assigned customers will include Cost control & Cost input along with review monthly CSM revenue and ensure that all CSM related services are correctly billed.
The successful applicant should have some of the below qualifications, Skills, Knowledge and Experience (we certainly do not expect someone to have all of them) :
Bachelor's Degree in IT, Computer Science or equivalent
ITIL Service Management certified
Overall 7+ years of experience with 3 years of customer facing experience delivering IT services to either internal or external customers
Good working knowledge and understanding in IT, Network and Windows 10
Experienced in leading discussions with customers at mid management level
2 years or more experience in Air Transport industry would be advantageous
Experience of working in a matrix management environment is desirable ideally multi-cultural
Experience of continuous service improvement methods is desirable
Service Management process knowledge (ITIL Service Support and Service Delivery)
Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems
Ability to build relationships with peer and management levels both with clients and the company management
Ability to work under pressure (e.g. during crisis) and multi-task
NEXT STEPS If you apply we will carefully review your fit against the position criteria and feedback to you. If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration.
Thanks for your interest in SITA.#LI-SM1