Client Service Representative
26d ago


Globally, almost every airport and airline does business with us, and it’s our job to support their operations. As one of the most internationally diverse companies, we serve over 200 countries and territories and speak over 60 different languages.

Our people are the corner stone of our success. At SITA, the opportunity to get involved, learn new skills and build a meaningful career is everywhere.

We want you to find your purpose in SITA!

Who you are

You believe in the power of collaboration and what can be achieved when everyone works together.

You are curious and believe in pushing yourself to inspire, learn, adapt and grow.

You seek to make things simpler, quicker and easier for everyone.

A day in your life

Handle 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 and escalations 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 Service Management standards, ITIL processes and practices

Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management

Review the monthly CSM revenue and ensure that all CSM related services are correctly billed

Contribute to the growth of both Service Management and Out-of-Baseline revenue of additional services by network orders from the Service Review Meetings

Support SGS territory management about Service Management revenue management

Support SGS territory management during bid support

To develop a close working relationship with SITA's account director (s) / manager(s) and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals.

To contribute for profitably managing organic revenue growth of the contracted services with our customers.

To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and / or associated internal and external costs.

To contribute to the evaluation of solutions, resources and costs of dedicated or bundled service management proposals when requested by management

What you bring

  • Bachelor's Degree in IT, Telecom or Business, or equivalent
  • Good experience working in IT Service Delivery
  • Has Service Management process knowledge (ITIL Service Support & Service Delivery)
  • Good understanding of IT, network and communication protocols
  • Able to multi-task and good experience in facilitating multiple parties to achieve results at defined timeframe
  • Able to build relationships with peer and management levels both with clients and the company management
  • Good working knowledge of Microsoft Office (Word, Excel, Powerpoint)
  • Job Posting

    Jan 22, 2019, 8 : 16 : 07 PM

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