Expert Service Performance Management
SITA
- Delhi
- Permanent
- Full-time
SITA is 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:In this role, you will use best practices methodologies tools and processes to support service improvements and performance management, ensuring operational objectives can be met. To lead resolution of major service issues and recommend and implement product/service improvements in order to eliminate recurrent failures improve customer satisfaction and financial performance.
You will work with process owners and regional Customer Success Managers to develop operational improvement plans against SITA business expectations and customer requirements. You will be responsible to manage the delivery of key projects according to pre-defined and agreed project plans and achieve agreed targets- Identify and promote opportunities to achieve continuous improvement in operational and process performance. Lead a virtual team of stakeholders to develop follow up and implement action plans to identify gaps and resolve identified major customer issues- Perform regular process compliance checks with the various process owners within SITA agreeing on action plans- Ensure supporting systems are maintained in compliance to the process and data sources standards.WHAT YOU WILL DO:
- Being the problem management and continous improvement champion for the APAC region
- The creation of Monthly Performance report and meeting preparation
- Ensuring the quality of regular customer meetings, specifically the quality of the Customer Service input to the customer senior management meetings (QBR’s/MBR’s)
- Tracking and management of Root-Cause-Analysis actions, regional operations risk register and service heatmap.
- Business Performance tracking including financial, service quality and transformative KPI’s at a team and sub-team level.
- The creation and distribution of performance data to key business stakeholders
- Co-ordination, agenda management and action tracking for our regular performance governance
- Direct management for multiple transformative initiative contributing towards identified service improvements.
- We are seeking experience working in the airport/airline industry.
- Should have 2-3 years of quality assurance/control role or customer service role with emphasis on quality improvement.
- Who can implement measures to enhance the overall quality of services provided, with a keen focus on customer satisfaction
- Should have 5 years of experience in IT industry with a proven records of implementing and refining processes in accordance with recognized industry standards.
- Should be experienced in applying industry standard quality frameworks such as CMM ISO Six Sigma is an asset.
- Should be able to collaborate with IT teams to identify opportunities for automation and optimization. Enhancing both quality and productivity.
- Bachelor’s degree in a relevant field( eg: Computer Science, Business Administration) or equivalent experience.
- Should be excellent in communication and interpersonal skills with the ability to collaborate effectively across teams and departments
- Service Management Processes- Business Process Management and Improvement. Should be Competent in Microsoft Office- Knowledge of a wide range of ICT technologies and services.
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 rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
🙌🏽 Competitive benefits Access competitive benefits tailored to the local market and your employment status.
SITA 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.