Service Owner

6 months ago

Delhi, India SITA Full time

**Overview**:
**WELCOME TO SITA**

Ready to redefine air travel? The journey starts here, with you at SITA.

**ABOUT THE ROLE & TEAM**:
The SGS Infrastructure Service Owner plays a vital role in advancing SITA's cloud strategy, focusing on the design, operation, and continuous enhancement of private and public cloud solutions services as well as airport infrastructure. This role involves developing and implementing service designs that align with organizational objectives and adhere to best practices and drive continuous improvement.
The role holder is responsible for identifying technologies and service architectures that meet the business and product organization needs in terms of customer functionality, coverage, quality, operability, sustainability, and cost-effectiveness. Additionally, the role involves managing the entire service lifecycle, from conception through retirement, ensuring alignment with corporate objectives.
The role holder will also collaborate with other Service Owners, Product team, Software Engineering teams, Operation teams, EISO, Tools teams and the SITA Infrastructure & Cloud Engineering team to enhance service offerings. This position requires a strategic vision, operational excellence, and effective collaboration in a multicultural environment, fostering innovation and improvement across the organization with a focus on DevOps, Infrastructure as code (IaC), ITIL practices and comprehensive service lifecycle oversight.

**WHAT YOU WILL DO**:

- Translate market, product, and operational requirements into a pipeline of projects, designing the service support technology choices, service design and development aligned to the technical architecture to enable delivery of business needs in terms of Customer functionality, coverage, quality of service, operability, sustainability, and cost-effectiveness. Define support models for infrastructure services, including SOM, ORD, handover document requirements, etc.
- Facilitate strategic partnerships and collaborative efforts with other Service Owners, Software Engineering teams, Operation teams, EISO, and the SITA Infrastructure & Cloud Engineering team. Actively engaging in cross-functional projects and initiatives to enhance and expand service offerings, leveraging collective expertise and insights to drive innovation and improve service quality and efficiency across the organization.
- Manage the infrastructure service & monitoring technology lifecycle and planning, anticipating technology obsolescence, managing scalability of service architecture, and ensuring right sizing and planning of infrastructure to support activity at the best cost and performance.
- Coordinate activities at Senior Management level within all SITA entities impacted by the introduction of new services and technologies in compliance with the SITA service model: e.g., Delivery & Implementation, Global Operations, Pre-Sales and Project Management, Finance & Billing, etc.
- Shape and drive 3rd level technical support model to Pre-sales teams to support the design of complex customer solutions, requiring adaptation or validation of non-standard features or performance requirements.
- Shape and drive 3rd level technical support model to Operations to ensure swift resolution of customer faults/outages caused by technology or design issues requiring bug fixing, Engineering level interactions with technology vendors, and possibly complex re-design.
- Ensure the Technical Organisation remains at the leading edge in its fields of IT & Communications services and technologies for the Air Transport Industry, SITA corporate infrastructure and ensuring SITA business units remain technically competitive.
- Lead and drive change and continuous improvement throughout the organisation, adapting its structure, size, skills, know-how and cost to deliver long term strategic goals of Technical Development and the 3-year business plan aligned to the SGS Operations 3-year plan.
- Participate as a member of SITA's architecture governance committee in defining and approval of SITA's Technology Standards.
- Create and maintain the managed infrastructure services catalogue and ensure proper engagement with the other service owners and operations teams.
- Provide operational support groups with guidance, oversight, and assistance to enhance their upskilling and development, ensuring alignment with SITA technology standards.
- Manage and track cost structure of technical and service infrastructure operations to deliver business unit revenue and profitability targets.
- Work across the organization to ensure right level of performance and establish consistent global practices for continual improvement.
- Maintain strong technology and market awareness by developing business relationships with technology partners, identify new technology or services opportunities and share them with the Product organizations.
- Maintains active involvement within the ATI market to maintain awareness of its functi

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