Manager PSO Performance

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM:  

To assist Service Operations teams in maintaining service delivery quality through direct assistance in Process & Quality analysis & assessments to lead resolution of service management issues and recommend and implement service management improvements in order to eliminate recurrent failures, and improve customer satisfaction and service operations performance.

 WHAT YOU WILL DO:

•Conduct Quality assurance & Process Compliance of operational processes such as Incident management, Problem Management, and Change Management; and identify areas of Improvement.

• Identify and promote opportunities to achieve continuous improvement in operational and process performance.

• Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis.

• Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans.

• Ensure supporting systems are maintained in compliance to the process and data sources standards.

• Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines.

• Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams.

• Identity documentation gaps and implement improvements of working processes and procedures.

• To ensure the Service Operations team adheres to the highest working standards for all incidents problems and changes by providing process & quality guidance support.

• Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers.

• Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process.

EXPERIENCE:

• Degree in Computer Science Electronic Engineering or equivalent.
• 5-7 years of experience in data and/or quality management.
• 5-7 years of experience in IT industry with the implementation of processes as per recognized Industry standards.
• Experience in IT Service Management processes and concepts required.
• ITIL Foundation Certificate required.
• Knowledge of ITIL and Service Management practices and procedures
• Knowledge of IT and network components and principles
• Analytical capabilities to spot trends via data analysis.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Ability to work under pressure and to deal with multiple tasks.
• Ability to document process & workflow/policy and produce detailed and procedural documentation.
• Operating knowledge of Microsoft Office products.

NICE-TO-HAVE:

• 6 Sigma desired.
• Experience with ISO/IEC 20000, ISO 9001 or Quality Management standards desired.
• Experience working in the Airport / Airline industry preferred.
• Certification in Quality Management standards (i.e. ISO/IEC 20000 or ISO 9001) desired.
• Knowledge of Six Sigma or other industry standards desired
• Knowledge of Quality Management standards desired.

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.