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.

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.

With its main office in Geneva, Switzerland, SITA employs people of more than 140 nationalities, proficient in over 70 languages, and covers 220 countries and territories. For more information, please visit our website at www.sita.aero

SITA is seeking an experienced Service Delivery Manager to lead an established North American team with responsibility for the operational and commercial management of the Desktop Managed Services delivered by SITA to major North American based customers.

With previous experience managing IT Service Delivery to external customers, you will lead a team of Service Managers while also providing the primary service management interface for assigned customers, ensuring that all services are delivered to meet or exceed the customers’ expectations and the contracted SLAs.

Responsibilities will include:

• Manage and lead Service Management staff maintaining and developing the skills of the team to ensure efficient and effective work performance to deliver the contracted services to the assigned customer

• Ensure target customer satisfaction survey results are achieved.

• Provide periodic customer service reports and hold regular service reviews with customers & service partners to review the quality of services delivered. This will require occasional international travel.

• Ensure timely responses are given to all customer Requests for Service or Request for Change and that orders are approved and delivered to meet the customer’s expectations.

• Proactively seek improvements and innovations in the services delivered by both SITA and its service providers worldwide.

• Manage the P & L for assigned contracts.

• Keep abreast of the customer’s needs and changes in business priority to identify new opportunities.

• Establish good relations with customer senior management and initiate and attend formal and informal meetings with such parties.

Candidate Profile

Knowledge and skills and experience

• Bachelor’s level degree or higher

• Track record and experience delivering IT services to external customers on a commercial basis.

• Full understanding of Operational Service Delivery, including reporting processes and priorities, operational processes and interaction with the Service Desk.

• Strong leadership qualities with a willingness to take ownership of the identification and resolution of personal, technical and commercial issues.

• Commercial awareness with previous experience of management accounting practices, cost management and management of a P&L.

• Experience of working successfully in a process orientated environment.

• Experience of complex problem identification and resolution.

• Knowledge and experience of continuous service improvement methods.

• Previous management experience.

• Experience of working in a matrix management environment is desirable.

• ITIL experience or certification is desirable.