PURPOSE

At SITA we believe in putting the customer at the center of everything we do. One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them (Upto Manager level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.

As a Customer Operations Executive your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle.

A key aspect of the role would be to form a relationship of trust with customers anticipate needs and act with agility and flexibility in the face of any situation that may arise.

KEY RESPONSIBILITIES

- Provide ITIL-compliant service management to assigned customers

- Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are

- Manage all customer requests for service promptly and professionally

- Lead the Continual Process Improvement process with the customer

- Proactively identify opportunities to generate additional revenues for assigned customers, and take an active role in review of the sales pipeline, sale planning and pipeline building

- Ensure that all contracted Service Management-related items are billed and support the resolution of other billing / contract

- Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including:

• Actively use the intranet CSM Knowledge Base to share key customer documents as required
• Provide service reports to customers and line management
• Proactively seek improvements and innovations in the services delivered by SITA
• Seek feedback from the customer, agree and implement any Customer Service Improvement Plans (CSIPs)
• Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards
• Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.
• Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management
• To manage other client service staff assigned to support the customer(s)

- Acts as a point of contact and manages all customer requests for service promptly and professionally.

- Analyze problematic situations and occurrences and implements solutions.

- Identify risk areas and escalate operational issues as required. Act as the operational point of contact for Customers Users Service Providers and line management and proactively monitor SITA customer services.

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

Education & Qualifications

• Bachelor's degree in IT or Business, or equivalent
• ITIL Service Management Certification as per SGS standards Depending on the solution scope of each customer assignment specific certifications and in-house education is required

Experience

• 3 years or more experience in a service management role, delivering IT services to internal or external customers
• 2 years or more management experience in a customer facing environment in leading discussions with customer at senior to mid management level
• Experience in Airline / Air Transport industry advantageous
• Experience of working in a matrix management environment is desirable, ideally multi-cultural
• Experience of continuous service improvement methods is desirable
• Strong IT (Network) background (preferable)
• This is a 1 year fixed term renewable contract with a completion bonus

Knowledge & Skills

• Organizational knowledge and sensitivity
• Service Management process knowledge (ITIL Service Support & Service Delivery)
• Knowledge and understanding of IT, network and communication protocols (IP, LAN, WAN,...)
• Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems
• Ability to build relationships with peer and management levels both with clients and the company management
• Ability to work under pressure (e.g. during crisis) and multi-task
• Ability to use a team approach to solve problem when appropriate
• Fluent English is a must