Lead Analyst Service Improvement

SITA

  • London
  • Permanent
  • Full-time
  • 1 month ago
OverviewWELCOME TO SITAis 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:The Technical Service Manager will be responsible for managing and directing the technology engagement with multiple internal and external third-party vendors. In this role, the Technical Service Manager leads, manages and coordinates with teams who are directly responsible for the operation and maintenance of specific components of the technology infrastructure. The Technical Service Manager works across multiple project delivery teams, including subject matter experts, to ensure the successful delivery of projects, products and solutions.WHAT YOU WILL DO:
  • Develop and implement IT service management processes and procedures to ensure the efficient and effective operation of IT infrastructure and platforms.
  • Liaise and work closely with the SMEs within the Infrastructure Cloud Engineer and SITA Global Services organizations, to facilitate the operational readiness process.
  • Continuously monitor and review performance of the Operations Partner (internal / external) against SLAs and contractual obligations and report findings to internal stakeholders and management.
  • Author reports including executive summaries and work papers detailing the assessment work completed, evidence reviewed, and identified gaps.
  • Act as the operational escalation point within the Infrastructure and Cloud Engineering (ICE) organization for the ICE Engineering and the SITA operation teams.
  • Lead the planning, coordination, and execution of operational readiness for new or modified IT services, ensuring seamless integration into the production environment.
  • Develop comprehensive operational readiness plans, including timelines, resource requirements, and risk mitigation strategies.
  • Establish operational readiness review processes to validate that all necessary operational activities, such as monitoring, incident management, and support documentation, are in place.
  • Establish processes for capturing lessons learned from operational readiness activities and incorporate them into the operational processes.
  • Conduct post-implementation reviews to evaluate the effectiveness of operational readiness activities, identify areas for improvement, and implement corrective actions.
QualificationsEXPERIENCE:
  • Bachelor's degree in computer science, information technology, or a related field.
  • 5+ years of experience in IT service management, technical support, or system administration roles.
  • Strong understanding of IT infrastructure, including networking, servers, storage, and cloud technologies.
  • Experience with IT service management frameworks and methodologies, such as ITIL or COBIT.
  • Excellent leadership and management skills, with the ability to motivate and inspire a team of technical specialists.
  • Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
  • Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
  • Ability to work independently, prioritize tasks, and adapt to changing priorities in a fast-paced environment.
NICE-TO-HAVE:
  • Confident stakeholder management skills, negotiation skills and the ability to build effective working relationships at all levels and across global locations.
  • Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
  • Detailed oriented and Good analytical skills.
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 30 working days from anywhere around the world each year!🙌🏽 Competitive benefits according to the local marketSITA 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.

SITA