SITA Looking for Airport Service Manager (1) at Guwahati, Assam, India Full Time

As an Airport Service manager (1), your role is to provide support to SITA contracted customers via a local dedicated (single airport) or regional designated model (multiple airports) in line with the newly defined SITA airport support model. Serve as primary contact for interaction between customers and SITA for general service performance issues. Work in close collaboration with Sales & Account Management to position SITA strongly for business retention, contract renewal, and service extension.

What you will do:
– Accountable for the quality of the service delivered for the products within scope 
– Serve as customer escalation point for fault management and coordinate service restoration
– Coordinate service delivery in operational phase
– Conduct service performance reviews
– Identify develop and coordinate change management including Change Approval when required
– Own continual service improvement plans (CSIP) leveraging proactive trend analysis
– Manage other client service staff including third party resources at assigned sites
– Report on SLA performance (e.g., during service review meetings)
– Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional SITA services
– Work with SGS Bid Support to help to design the most valuable and competitive service management solution
– Propose new service offerings based on the airport customer needs and on the SITA team’s capabilities
– Develop a close working relationship with SITA’s Account & Management teams and actively contribute in identifying and winning new customer business opportunities or contract renewals.
– Contribute towards profitably by managing organic revenue growth of the contracted services with our customers.
– Provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.

EXPERIENCE

– 3 years or more experience in a related role delivering IT services to internal or external customers- 2 years or more management experience in a customer facing environment ideally working independently- 2 years or more experience in Airline / Air Transport industry- Experience in a complex multi-cultural matrix management organization- Experience of working successfully in a process-oriented environment- Experience of continuous service improvement methods

KNOWLEDGE & SKILLS

PROFESSION COMPETENCIES

• Business Acumen
• Cost & Time Management
• Financial Acumen
• Manage Customer
• Negotiation
• Service Management Process
• Supplier Relationship Management

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Developing Talent
• Impact & Influence
• Leading Execution
• Managing Performance
• Results Orientation
• Teamwork

EDUCATION & QUALIFICATIONS

Bachelor’s degree in IT Telecom or Business or equivalent- SITA Service Management Certification Level 2 (=ITIL Foundations)- ITIL Service Management Certification as per SGS standardsDepending on the solution scope of each customer assignment specific certifications and in-house education is required.- SITA CIS Education program- Other SITA CIS certifications as per SGS policy (when available)- SITA EUC certifications as per SGS policy (when available)- SITA ASL certifications as per SGS policy (when available)