Customer Service Operations Analyst

Overview:

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

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

ABOUT THE ROLE & TEAM:

Act as a point of contact for SITA's Operation in providing bid support to all Product and Services Solution Lines opportunities ranging from standard to large bids across the regional geographies.

To specify and design service management and operational solutions their components and architecture to meet defined business needs for SITA's customers solutions products and specific IT projects.

To ensure the agreed operations model is reflected in the operations solution.

WHAT YOU WILL DO:

• Design and cost the operational support solution for standard, customized, non-standard, complex and outsource projects in the area of Customer Service and Operations: e.g. Service Desk Service Operations Service Management and in general for the Service Model associated to the Core Product/Service features and functionalities.
• Represent the Operational functions actively in the bid process assisting with customer-facing communications discussion presentation negotiation when required.
• Work in coordination with the bid manager to define the Service / Service Management/Operational part of the Customer solution.
• Provide appropriate variations to the standard texts in customer facing proposals and contractual documents for the services defined and agreed in the operational solution. These will include service options service levels and any variations in services required to meet the needs of this customer and/or specific to any country or location.
• Identify define and agree with the GEO and Global Operations representatives the operational services and the corresponding transition project activities that will be proposed in response to customers' requirements.
• Work with the GEO and Global Operations teams to develop and define the operations model for each opportunity ensuring that the cost model is in line with the proposed operations solution and that the operational risks and assumptions have been defined updated and mitigated accordingly.
• Work with Products Solutions GEO Operations Service Contract Managers and Purchasing to develop and issue RFPs to service partners (following the appropriate engagement processes) and to select and negotiate appropriate contracts and service levels with these Service Partners.
• Interface with Operational Teams to ensure that the ''Operations Model'' and its component parts have been reflected in the operations solution (cost resources process & tools' requirements).
• Study and qualify customer's and product management requests for operational services.
• Define the optimal cost and integrated operations solutions meeting customer and product requirements.
• Lead Service improvement initiatives that deliver and contribute to the Corporate Business and Functional objectives of the team.
• If in a management position manage the team's workload on a day-to-day basis according to business and customer priorities.

Qualifications:

EXPERIENCE:

• Experience working in the Air Transport industry or IT industry.
• Technical knowledge and background (Information Technology(IT) and Service Management)
• 8 years experience in Customer Service preferably in a global organization and Service Provider environment providing bid support/pre-sales role supporting either internal or external customers in service design on multi-faceted projects delivering high levels of customer satisfaction
• 5 years of experience in IT Services business
• Experience in managing complex projects or processes with large focus on IT Operations and Service Management capabilities
• Project management experience
• Budgetary experience particularly geared around managing the cost of operations.
• Basic Business Finance understanding- Experience of working at senior levels within the IT services provider or in the IT division of a major organization
• Knowledge of internal and external service providers' organizations and their respective interfaces for Customer Service- Product Management experience an advantage

NICE-TO-HAVE:

• Experience in managing complex projects or processes with large focus on IT operations and customer care issues.
• Ability to deal effectively with both concepts and details in visioning and thereafter investigating and defining the operation solutions required. Often involves conceptualizing support model from scratch.

WHAT WE OFFER:

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Flex-week: Work from home up to 2 days/week (depending on your Team's needs).

• Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

Flex-location: Benefit for 26 working days from anywhere around the world each year!

Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.