Service Support Architect

Overview:

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

Defines the support models for standard and non-standard services. Works to ensure that support models stay standard that standards are improved and non-standard support models are driven to become standard. When bids come in the standard support model should be used exceptionally the Service Support Architect defines the non-standard support model. Responsible for ensuring services are ready for operational support by capturing and communicating operational requirements aligning them with business needs. Maintains an up-to-date service catalog and develops the event catalog to trigger necessary events. Creates and maintains automated and manual remediation workflows to resolve alerts. Ensures that the PSO?s system architecture meets defined standards and supports business team goals. Works with Performance and Quality teams and Service Operations Experts to collect analytical input and build respective operational and customer experience improvement plans for the portfolio.

KEY RESPONSIBILITIES

Service Support Architect

- Define, maintain, and document standard support models for consumption by SGS GEOs.
- Collaborate with stakeholders to gather service requirements and drive the standardization of support offerings.
- Add standard support models to the service catalog and identify non-standard models for potential standardization.
- Agree on SLAs and define models to support them in collaboration with BU and T&E.
- Interface with pre-sales agents within SGS GEOs to advocate for the inclusion of standard support models in bids.
- Design non-standard support models for bids and ensure consistency in post-sales implementation.
- Own the design quality gate entry and exit for new products.
- Ensure the service model aligns with business goals and maintains operational efficiency.
- Work towards automating transition processes to minimize manual effort and improve efficiency.
- Gather and document non-functional requirements from stakeholders for service operations to ensure SGS has the right functionality to support services.
- Engage early and act as a primary contact with the product DevOps team to ensure non-functional requirements are understood and included in the roadmap.
- Create detailed documentation to ensure clarity in communication across functions and align operational processes with business goals and objectives.
- Maintain the service catalog ensuring it is comprehensive, up-to-date, and user-friendly; monitor catalog usage for continuous improvement.
- Collaborate with Customer Success Managers to implement initiatives and execute customer success plans that enhance satisfaction and retention.
- Prepare reports, documentation, and communication materials to provide insights on customer metrics, updates, and product changes.
- Identify and implement opportunities to improve internal processes and workflows while contributing to knowledge management resources like FAQs and training materials.
- Implement data governance policies defined by the Data Owner and ensure adherence to standards.
- Monitor data quality, consistency, and compliance on an ongoing basis.
- Act as a subject matter expert (SME) for data in their area, answering queries and guiding usage.

Qualifications:

EXPERIENCE

- 5+ years of experience in service management with a focus on support model design service catalog management or operational architecture.
- Experience in gathering and documenting service requirements working with stakeholders across different teams (e.g. product operations sales).
- Demonstrated experience in managing service catalogs creating service models and ensuring their alignment with business goals.
- Prior experience working with cross-functional teams (e.g. pre-sales delivery DevOps operations) to define and implement service and operational processes.
- Proven track record in managing system integrations data migrations and ensuring operational readiness across complex systems.
- Previous experience working with non-functional requirements and developing service specifications for large-scale service delivery.
- Familiarity with managing event catalogs and incident management processes with an understanding of operational efficiency and automation.
- Strong background in analyzing and improving service and operational processes for efficiency and performance improvement.

EDUCATION & QUALIFICATIONS

- Bachelor degree in Computer Science Information Technology Engineering or related field.
- Masters degree or professional certifications in Service Management ITIL or related fields is a plus.
- ITIL Foundation or other relevant service management certifications.
- Certifications in project management (e.g. PMP Prince2) or specific service delivery certifications (e.g. Service Design Service Transition).
- Specialized certifications related to system integration process automation or service architecture are beneficial. ?Proven knowledge of service management frameworks methodologies and industry best practices

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.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 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.

🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning

🙌 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.