Head of MEIA Geo Operations

Role Purpose

· Managing customer operational relationship and end to end service management for all SITA customers in the geography.

· Operating GEO and locally based infrastructures and services

Responsibilities:

1. Strategic Leadership:

Develop and implement regional strategy for IT operations and end to end service customer service management across SITAs product portfolio and across all customer segments addressed in the geo.

Provide leadership in assessing, planning, and executing initiatives to support SITA business growth, ensure service efficiency, customer engagement and proactive customer issue identification and resolution.

2. Operations Management:

Oversee and coordinate IT operations across multiple sites – mainly airports - and customers, ensuring consistent and efficient service delivery, especially in the realm of field service.

Ensure the availability, performance, upkeep and security of relevant IT systems and networks.

Deliver the end to end customer experience as per product offering

3. Commercial Support:

Support geography with leadership and oversight from operations perspective for commercial bid processes, ensuring alignment with IT capabilities, operational and service level considerations.

Collaborate with sales, product and business development teams to develop compelling and competitive bid proposals.

Review and approve new business cases such that we maximize our win probability, can deliver our contractual obligations, and ensure alignment to our service operations strategy.

4. Proactive Customer Management:

Manage the engagement with customers; develop and grow customer loyalty in SITA through effective service management and service performance management

Own, share and maintain the customer data and knowledge,

Establish proactive measures for identifying and remedying customer problems, ensuring a high level of customer satisfaction.

Implement advanced monitoring and analysis tools to identify potential issues before they impact customers, leading to swift remediation.

Collaborate with customer and internal support teams to address root causes and implement preventive measures based on escalated issues.

Establish and maintain executive level customer relationships for the key regional accounts.

5. Budget Planning and Management:

Develop and manage the regional IT operations budget, ensuring cost-effectiveness and efficient resource allocation.

Monitor and report on budget variances, providing strategic recommendations for optimization.

6. Team Leadership:

Build and lead a high-performing IT operations team, fostering a culture of collaboration, innovation, and continuous improvement, with a keen emphasis on field service excellence, bid support, customer-centric proactive support, and issue resolution.

Provide mentorship and professional development opportunities for team members, including people managers, those specializing in field service, bid support and customer service managers.

Collaborate with peers in other geographies to establish common practices leverage experience sharing

7. Vendor and Partner Management:

Evaluate, select, and manage external vendors and partners to ensure the delivery of high-quality IT services and field service solutions.

Negotiate contracts and agreements to optimize cost-effectiveness and service levels for both traditional IT operations and field service functions.

Qualifications

EXPERIENCE

Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.

Proven experience in a customer facing leadership role overseeing IT operations ideally across multiple geographic locations.

Strong strategic planning, execution, business and budget management skills, particularly in the context of IT field service and bid processes.

Excellent team leadership and people management abilities.

In-depth knowledge of IT infrastructure, software and hardware support, security, and emerging technologies.

Demonstrated success in managing vendor relationships and negotiating contracts.

Exceptional communication and interpersonal skills.

Relevant certifications (e.g., ITIL, PMP, CISSP) are a plus.

Experience in Air Transport Industry is a plus

Permanent Full-Time