Data Center Service Delivery Manager

SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry. SITA manages complex communication solutions for its air transport, government and GDS customers over the world’s most extensive communication network, complemented by consultancy in the design, deployment and integration of communication services.  SITA also provides market-leading common use services to airports and air-to-ground communications to airlines. We deliver a comprehensive portfolio of e-commerce solutions for airlines and are pioneering new technologies in areas such as in-flight passenger communications and transportation security. Motivated by industry concern for lower costs, asset optimization and an improved passenger experience, we aim to simplify travel and transportation removing complexity and improving our customers’ operational performance.

 

SITA has two main subsidiaries: OnAir, which is leading the race to bring in-flight mobile telephony to the market, and CHAMP Cargo systems, the world's only IT Company solely dedicated to air cargo. SITA also operates two joint ventures providing services to the air transport community: Aviareto for aircraft asset management and CertiPath for secure electronic identity management.

Across the globe, SITA employs people of more than 140 nationalities, proficient in over 70 languages, and covers 220 countries and territories. With its main office in Geneva, Switzerland, SITA had revenues of US$ 1.582 billion in 2004 (€ 1.170 billion [1]) [1] USD = 0.74 € (Dec 30, 2004). For more information, please visit our website at www.sita.aero. 

 

JOB PURPOSE 

 

To define service level metrics for all service provided by SITA’s data centers in support of ASBU products and to hold the data center’s accountable to those service levels;

To lead swift resolution of major customer issues involving ASBU services provided by any of SITA’s data centers;

To define, implement and manage a Root Cause Analysis process, oversee customer escalations, review and implement business unit wide best practices and recommend and implement product/service improvements leading to the elimination of recurrent failures involving all aspects of service provided by SITA’s data centers to ASBU product solution lines.

 

KEY RESPONSIBILITIES

 

Define and agree to SLA’s by product with each of the data centers providing service to ASBU product solution lines.

Review SLA compliance on a regular basis to hold each data center accountable to service metrics.

Report SLA compliance on a monthly basis to Senior SITA Management

Lead a team of stakeholders to develop, follow up, and implement action plans to swiftly resolve identified major customer issues involving services provided by any of SITA’s data centers.

Define and implement a Root Cause Analysis methodology and process, including a communications plan, IT development and Key Performance Indicators (KPIs).

Use the RCA process to analyze and identify root causes of failures in processes, IT, products/services and structures.

Work with stakeholders to define and agree action plans on identified gaps.

Follow up and ensure implementation of the plans to fix recurrent issues.

Analyze data to issue recommendations for action to management on areas requiring focus.

Monitor and report regularly on agreed KPI’s to demonstrate effectiveness of the process and adherence to agreed SLA’s.

 

JOB CONTACTS

Within SITA

Business Solution Lines with ASBU

Product support teams within ASBU

ASBU Central Operations staff and management

Data center service delivery management

Central Customer Service

Regional Customer Service and Operations

Senior Regional and Corporate management

 

Outside SITA

Existing Airline & Airport customers

Consultants, Vendors and other Aviation industry contacts

 

JOB DIMENSIONS

Decision-making authority

This position has the authority to represent all ASBU products and Solution Lines in service level metric assignment and service performance accountability with data centers.

 

 

Staff

No staff responsibility

 

Budget managed

No budget responsibility.

 

SKILLS AND EXPERIENCE REQUIRED

Education and training

University graduate with 7-10 years experience in a hosted ASP global telecommunications environment.

MBA degree desired.

 

Knowledge and skills

Data Center Operations

Demonstrated skill in the many facets of the provision of service for ASP products, network connectivity and support, and cross product incident resolution

Demonstrated ability to manage complex problem resolution involving multiple service organizations and integrated products across multiple solution lines

Personal Attributes

Team player - able to establish good working relationships with the wider team.

Can-do attitude.

Problem solver.

Enthusiastic self-starter.

Excellent communicator and motivator of people.

Good organization and prioritization skills.

Ability to deal with ambiguity within a fast paced environment.

Technology Knowledge

Familiarity with underlying technologies associated with the following products, e.g. Passenger Services ASP offerings, Airport Services ASP offerings

 

Experience

Minimum 10 years of experience in the ATI industry

Minimum 7 years of experience in global telecommunications environment

Minimum 5 years of experience in hosted ASP service support

Experienced in use of MS Office Products (Word, Excel, PowerPoint, Project, and Visio).

Training experience is desirable

 

Additional comments

Able and willing to travel 25% internationally as required

 

Qualified candidates should submit their resume in MS Word format to karen.stack@sita.aero indicating the job title and reference code in the subject line.