Sign in or register for a JobTech account.

Shared Services jobs

Grab
23Jan
Assistant Manager, People Engagement
Grab   via Glassdoor

Job Description:

Get to know our Team:

Our team's sole purpose is to reignite Grabbers sense of purpose, strengthen their social bonds and remove moments of annoyance that impedes on our Grabbers productivity. So are you :

passionate about people?

project manager extraordinaire that love to work in a fast pace environment?

looking for opportunities to exercise your creative and push boundaries?

Well – we’ve got a job for you at Grab - come    Read more

and join us as the Grabber Engagement (GE) team for a role of a lifetime! You’ll be working alongside dynamic individuals and build legacy projects that you can be proud to say – “I had something to do with that”. You will contribute to the amazing culture of Grab and outserve Grabbers (employees of Grab) !

Get to know the Role:

Support GE on special projects and programs such as

Grabtitude Day

or

G! News

.

Take the lead on an internal project that is bringing the best employee experience to our Grabbers through removing annoyances for them globally!

Plan and execute regional internal communications campaigns

Provide support on content creation, marketing and publicity

Strengthen social bonds within Grab by building and maintaining engagement groups on internal communication platforms - Workplace (you gotta love emojis and gifs to be a part of our family!)

Research and identify new engagement topics, approaches and angles to heighten Grabber engagement and promote Grab’s culture

Be a soundboard with the GE team

The must haves:

Min 3 - 5 years of experience with at least 3 years of relevant experience in similar roles.

Have a degree in sociology or marketing or human resource

Able to work independently in a creatively demanding environment

Display strong stakeholder management skills, organised and a problem solver

Great team player

Passionate about people and engagement

Excellent communication skills – both written and oral in English

Ability to communicate in Mandarin is an advantage, to support Mandarin speaking market.

Skills
Singapore Airlines Limited
23Jan
Agile Coach
Singapore Airlines Limited   via JobsCentral

Roles & ResponsibilitiesJob Description
Agile Engineering Best Practices Education

Conduct training on Agile engineering practices.
Teach product teams on Domain modeling.
Demonstrate the effective usage of agile tools such as SonarQube, Selenium, Jenkins, JIRA, Mocking frameworks in day to day development work.
Apply emergent design principles in iterative sprint development.

Test Driven Development

Participate in product teams development work to drive test driven development mindset and adoption.
Conduct training on XUnit, BDD. Help resolve teething issues    Read more

on TDD adoption.
Drive product teams on conversion Acceptance Criteria to solid Unit Test,
Integration Test and automated functional test.

Drive Clean Code and Refactoring Principles

Conduct Pair Programming and Mob Programming sessions with Product Teams to educate on agile coding principles.
Explain and illustrate how clean code pattern can be applied in projects.
Assist teams to build unit test cases harness and apply code refactoring
techniques.

DevOps Alignment

Work with DevOps teams on the tooling, CI/CD pipeline design to smoothen the
delivery team adoption of Continuous Delivery principles.

Implement Agile Methodology

Implementing the Agile process, principles and practices across all departments in the organization, by using techniques that promote a culture of experimentation and innovation.
Embody the Agile principles and leads by example.
Establish a Centre of Excellence on Agile/ DevOps practices.
Establish Agile Technical DevOps training curriculum suitable for the organization.

Required Skills

Degree with minimum of 5 years’ experience of software development in Agile teams exposed to either SCRUM, XP or Kanban methodology.
Significant delivery experience in both web development and/or mobile system development and testing.
Strong in coding on a mixture of different programming languages such as Java, JavaScript.
Strong proponent of clean code principles and software craftsmanship.
Strong in code branching concepts, and execution for different enterprise adoption scenarios.
Good exposure to enterprise architectural design standards.
Familiar with development and deployment onto cloud platform.
Practical experience in Extreme Programming best practices, SOLID principles and experience in teaching other team members on the usage of these practices.
High emotional intelligence, and work effectively with product team members.
Experience in writing Jenkins file and scripting automated tests cases in Gherkin Language.
Certification in PSD or CSD is a plus.

Skills
Singapore Airlines Limited
23Jan
Principal Technologist (Threat Management)
Singapore Airlines Limited   via JobsCentral

Roles & ResponsibilitiesJob Description
You will be responsible for the following:

Provide leadership in cyber threat and incident management and investigation
Review, triage, analyse (including forensics), respond and recover from suspicious events and security incidents
Analyse and assess vulnerabilities, IOCs, cyber security intelligence, forensics and open source information to validate security risk and impact to SIA Group and recommend appropriate countermeasures.
Perform proactive threat analysis from network traffic, user and security logs, and    Read more

other relevant security data to hunt for potential adversary activity.
Keep abreast of new and emerging cyber risks, attack vectors etc and assess impact to SIA.
Recommend and implement tools to enhance SIA Group’s breach/compromise protection and detection.
Conduct periodic vulnerability assessments, penetration test and red/blue teaming exercise.
Conduct cyber incident response exercise and drills
Develop and maintain cyber incident response and handling playbook for various threat scenarios.

Required Skills

Degree holder with minimum 10 years of working experience in IT with at least 6 years relevant cyber incident response and investigation experience
Strong experience analysing raw log files (i.e. firewall, IDS, PCAP, system logs), performing data correlation, analytics and using Splunk SIEM and compromise detection tools.
Experience in leading incident investigations
Strong understanding of Windows and Unix operating systems and command line tools, network protocols, TCP/IP fundamentals, and security infrastructure.
Knowledge of technological trends and developments in the area of cyber security, risk management, threat hunting.
Scripting experience for analysis and automate repeatable processes.
Relevant industry certifications such as CISSP, CCNA-Security, Security+, GCIH, GIAC
Good written skills and able to effectively communicate security and risk-related concepts to technical and non-technical audiences.
Able to work independently and in a team-oriented, collaborative environment.

Skills
Singapore Airlines Limited
23Jan
Senior Manager Systems Technology
Singapore Airlines Limited   via JobsCentral

Roles & ResponsibilitiesJob Description
You will be responsible for the following:

Provide technical and thought leadership in managing a group of systems engineers and principal technologist.
Manage and drive the team in achieving cost efficiency and high system availability.
Managing the on-premises and on-cloud IT infrastructure which covers technologies across servers, storage, database, middleware, CDN, API Management and IT infrastructure monitoring tools.

The tasks include:

Setting technologies direction which includes refreshing/replacing the technologies, review/recommend/implement    Read more

relevant new IT infrastructure technologies. Work closely with various stakeholders to execute against the technologies roadmap.
Collaborate and taking a lead role in Incident, Problem and Change management, and capacity management related to the technologies.
Taking a lead role in ensuring IT Infrastructure components are patched and hardened to meet security and audit requirements.
Drive the automation such as Infra As A Code

Required Skill

Possesses a degree in Information Technology or related fields.
Minimum 12 years of IT Infrastructure experience with at least 5 years of experience in managing IT infrastructure technical team.
Conversant and demonstrate strong knowledge in various IT Infrastructure areas such as server, database, middleware and cloud technologies.
Strong analytical, people management, communications and interpersonal skills.
Ability to manage and work around multi-cultural teams, with good relationship building skills.

Skills
SITA
21Jan
Database Administrator
SITA   via Glassdoor

ABOUT US

Welcome to SITA... We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations. As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock,    Read more

every day.

Our Vision: Easy air travel every step of the way

WHY SHOULD YOU BE INTERESTED?

With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.

Challenge:

Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.

Opportunity:

Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.

At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.

THE ROLE

Your role as a Specialist Engineer Operations will be to assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. You will be responsible to perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities and to provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. You will also be responsible for managing and assisting the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Your Role will Involve:

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)

Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations

When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.

Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups

Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements

Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.

To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.

Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems

Support the senior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Lead Engineer

Adhere to installation guidelines and industry best practices to deliver quality service and infrastructure operations

Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided

Report and escalate to the next level those problems which cannot be fixed

Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems

Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.

Conducts the analysis, definition, documentation and testing of application & systems enhancements

To provide onsite support to Users during the cutover of the services

Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

When/where required, be contactable for escalations and support, on and on-call standby basis during out of office hours.

We would like it if you have the below qualifications, knowledge and experiences:

Diploma/Bachelor Degree in Computer Science, Electronic Engineering or equivalent Telecommunications in-country qualification.

Oracle Certified Professional

ITIL Foundation v3 Certification

5 years IT experience in following technologies:Oracle 12c Administration, RAC, Partition, ASO, DB Vault, Data Masking, GoldenGate.

Airline experience and/or ATI know-how

Support and administer DB environments in line with company standards

DBA Administration in previous roles including health checks, Problem investigation in error logs, Fix PROD issues, Fault reporting, Fault recreation in Staging Environment

Monitor, Provide DB performance statistics and reports when requested

Manage DB backups and recovery of the Oracle database

Able to troubleshoot GoldenGate issues

Support application team during releases

Assists with impact analysis of any changes made to the database objects

Apply database patches to DB environment

Upgrade DB when need arises

Perform preventive maintenance support in DB environments

Ensure all components in DB environments are monitored via company standard monitoring tools and act on pro-active alerts

Work on root cause analysis during major problems and outages

Involve in DR exercise planning and testing

Work with 3rd party vendors to fix complex DB related issues

Able to Collaborate with DBA architects, Product owners on DB optimization

Strong understanding of RDBMS, Oracle 12c, Application DBA responsibilities, fine-tuning

Provide application support when need arises

UNIX/Linux OS knowledge

Scripting knowledge - Shell, Perl, Python

NEXT STEPS

If you apply, we will carefully review your fit against the position criteria and feedback to you. If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration. Thanks for your interest in SITA

Skills
CAR CLUB PTE. LTD.
21Jan
Finance And Account Assistant Manager
CAR CLUB PTE. LTD.   via JobsCentral

Roles & Responsibilities
Job Description and Responsibilities
Account

Prepare management financial statements monthly basis
Keep proper records for accounting including list of company’s assets, finance schedule
Report with filling designated report package format to shareholder quarterly basis
A/C Payable processing all invoices including ERP data input (Journal Entry)
Accruals
Prepayments
Communicate with ERP system vendors in case of necessary

Billing

Assist internal staff to generate usage revenue billing in line with system data and to reflect new or revised    Read more

price plan including season and event promotions
Assist debt chasing with managing debt aging monitoring including keeping A/R aged report to management in line with the company’s procedure
Assist customer contact to handle member account management (suspended/credit line)
Supervise sending demand letter to creditors in line with company’s procedure
Communicate the debt collecting company under management engagement to collect the debt

Finance

Communicate with financial institutions for usual transaction
Review bank statements and reconcile discrepancies, if any.
Handle usual Hire Purchase transaction to pay instalment and interest
Coordinate documentation/application of new Hire Purchase contract for new cars
Handle general banking matters (OCBC Velocity, DBS Ideal etc)

Tax

Communicate with tax accountant in relation to computation
Assist tax accountant for the Company’s annual tax returns by sharing necessary information
Keep proper records for tax returns in line with tax accountant advice
GST Returns (quarterly basis)

KPI reporting

Conduct financial and profitability analysis and suggest company direction from accounting view
Produce weekly & monthly utilization ratio
Assist management to analyses data by abstracting from company’s ERP and reservation system, to modify in suitable data table by Microsoft excel file

Management of team

To understand the workload and current work process of each staff and find out the solution to improve the process
To monitor the performance of each staff and give necessary advice and motivate the members
To train, educate the team and build a firm Accounting and Finance Team
Plan and identify opportunity for training and career path for the team

Others

Guide accounting clerical staff by coordinating activities and answering questions.
Comply in line with related legal requirements by studying existing and new legislation, enforcing adherence to requirements, and advising management on needed actions.
Assist to develop and implement policies and procedures with emphasis on internal controls
Support the company to achieve better operation by making suggestions and evaluation of proposals from accounting point of view

Requirements
Qualifications & Experience:

Degree or Diploma in Finance/Accounting relevant certificate qualifications
Experience in leading the accounting team
Proficiency in ERP and Excel
Able to work independently
Experience on Audit Closing and dealing with Audit firm
Minimum 3 year of relevant work experience in accounting field

Skills
Singapore Airlines Limited
21Jan
Cloud Devops Leader
Singapore Airlines Limited   via JobsCentral

Roles & ResponsibilitiesJob Description
The successful candidate will be required to perform the followings roles and responsibilities:
• Provide technical leadership in cloud and devops practices and implementation, including architecture, processes, tools
• Manage team of cloud devops engineers in terms of technical solutions, work assignments and personal development
• Take the lead role in providing technical consultancy to application project team such that the objectives and IT infrastructure requirement of the    Read more

project are successfully met and implemented
• Responsible for defining and enforcing cloud architecture landscape (design/operation/security architecture)
• Review and ensure the cloud environments are setup as per endorsed architecture
• Work with vendors and other SIA SMEs to optimize the use of cloud computing resources, and to ensure the availability of computing resources to meet the business demand • Identify, test, communicate and implement emerging cloud technologies to improve operational efficiency, speed-to-market and reduce annual running cost
• Manage criteria and roadmap of migrating on-premises applications to cloud
• Oversee and manage day to day cloud operation which include problems/incidents management, capacity management security and availability management
• Operate within assigned budget and demonstrate fiscal responsibility
• Support audit and infrastructure / network security scans, disaster recovery and security related drills
• Any relevant ad-hoc duties
Required Skills
• Seasoned leader in managing technical team
• Possess a degree in Information Technology or related fields with at least 10 years of technical experience & at least 5 years of cloud experience
• Strong analytical, project management, communications and interpersonal skills
• Experience in cloud-related technologies and concepts, API platform, container platform (e.g. OpenShift, Cloud Foundry) and DevOps are preferred
• Strong knowledge in infrastructure areas such as virtual server technologies, networking, internet protocols, scripting & monitoring tools and IT Security
• Keen interest and practical view in the above technologies

Skills
SITA
20Jan
Customer Success Manager
SITA   via Glassdoor

ABOUT US

SITAONAIR (www.sitaonair.aero) is a 100>-owned subsidiary of the SITA Group (www.sita.aero) and manages the Aircraft business of the Group.

In SITAONAIR, we believe that embracing a digital shift will reinvent the operation of aircraft, flight and on-board experience. Our mission is to deliver our customers the promise of the connected aircraft, and power innovation with recognized expertise and future-proof solutions.

Our business is developing on three portfolio pillars:

Cockpit, Pilots,    Read more

Flight and ATC operations

Aircraft Data Management and Intelligence; and

Cabin & Passenger connectivity services

Join us as we pursue what we see as a large market opportunity in front of us, making the aircraft, the flight and the passenger experience safer, more efficient and enjoyable.

EVERYTHING YOU NEED TO KNOW

Your mission, as part of SITAONAIR’s Customer Success team, is to drive the business performance of our products and services, through ownership of customer satisfaction across products and contract lifecycle, to enhance revenue and deliver long-term value for both SITAONAIR and your Customers, resulting in customer retention and expansion.

Your aim is to increase customer satisfaction, usage of our solutions, upsells and cross-sells, positive word-of-mouth, and successful outcomes for Customers.

Working closely with all departments in SITAONAIR, you will provide the best customer experience possible, through management of customer relationships, fundamental knowledge of the product portfolio and customer needs, reporting and expert guidance on solution usage, tracking key performance indicators, identifying opportunities and challenges from the way Customers engage with our solutions, and driving the organization to help resolve the challenges.

A DAY IN YOUR LIFE

You manage, measure and improve Customer Satisfaction, in coordination / collaboration with all relevant stakeholders, by tracking and facilitating the resolution of issues. You prevent and manage crises through triage of emergencies, timely and structured internal and external communications and escalations. You organize regular executive management meetings to review the overall account relationship and strategy. You do all this while always maintaining close relationship with every department, to generate commitment toward the delivery of SITAONAIR’s quality standards.

You always know and maintain absolute clarity on Customer Contract status and actions. You are able to socialize your 360° expertise internally within the account team. You ensure that Customer issues and requests are progressed in a timely manner, that SITAONAIR’s contractual deliverables are constantly met, and that the Customer delivers their own obligations toward SITAONAIR. You also present product roadmaps, document and validate change requests, and keep track of all customer contractual documents.

You constantly measure and strive to improve the Business Performance of SITAONAIR products and services. By tracking and reporting KPIs, you manage revenue and profitability in a durable manner. You also analyze usage, provide reports and assist your Customers in optimizing their own costs and revenues. You validate and track invoices, commissions statements and Customer ROI, and look out for new or alternate means to increase passenger and airline usage.

Finally, you identify and feedback opportunities for Footprint Growth: together with Sales, you target appropriate sponsors and position SITAONAIR’s value proposition. You scope product enhancements and new features, you provide full support to acquiring new business or renewing existing business, you can understand and prevent customer churn. You excel at developing a network of customer contacts at both working level and management level, through regular involvement and visits.

IS THIS YOU?

•You have at least 5 years’ experience in Customer Success, Account Management, Program Management or related field

•You are passionate about the Air Transport industry and / or the Telecommunications industry

•You have great business acumen and a strong sense of customer focus

•You think strategically and execute tactically: you can explain goals and influence with impact to achieve them

•You are analytic and pragmatic, with a strong emphasis on quality, and you like telling stories with data

•You are comfortable in front of the C-suite, talking about data-driven approaches and digital transformation

•You are proficient in Business English, with impeccable writing and presentation skills (MS Office required)

•You have a Master's degree or equivalent

•You are willing to travel internationally up to 30-40> of your time.

IT’S DEFINITELY YOU IF…

•You have a highly-developed cultural sensitivity, and proven experience working in multi-country organizations and multi-disciplinary virtual teams

•You have in-depth understanding of commercial aviation, airline business and operational constraints

•You have good operational knowledge in IT and Telecommunications

•You have previous experience in Project Management, Sales or Customer Service

•You can speak additional languages

•You are conversant in data analytics tools such as Power BI

•You like keeping up-to-date about technology developments

•You are trained and certified in Project Management or ITIL.

INTERESTED?

Submit your resume now through the online application tool, along with a couple of paragraphs on why you think you are the best fit for this role.

Skills
SITA
20Jan
Specialist/Engineer Service Operations
SITA   via Glassdoor

ABOUT US

Welcome to SITA... We lead one of the most exciting and advanced industries on earth.

Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s our job to support their operations. As the world's leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every    Read more

day.

Our Vision: Easy air travel every step of the way

WHY SHOULD YOU BE INTERESTED?

With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.

Challenge: Our people take on some of the biggest challenges in our industry. They aren't afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.

Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.

At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.

Your role will involve:

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)

Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations

When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.

Carry out incident, change, and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups

Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements

To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.

Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems

Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations

Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided

Report and escalate to the next level those problems which cannot be fixed

Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations

Perform Change Management Configurations Design and Implementation of the supported Product & Systems

Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.

Conducts the analysis definition documentation and testing of application & systems enhancements

Continuously identify and document lessons learnt known errors and operational knowledge for improved services

When/where required be contactable for escalations and support on and on-call standby basis

When/where required perform assigned tasks on 12 x 7 shifts basis.

We would like it if you have the below qualifications, knowledge and experiences:

Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.

Applicable vendor / technology entry level certification or equivalent work experience in particular: UNIX, Linux, or Oracle entry level

ITIL Foundation Certificate

Minimum 4 - 5 years’ experience in UNIX / LINUX environment. Must have dealt directly with external customers delivering to SLAs.

Minimum 2 - 3 years’ experience in supporting in-house developed application.

Knowledge and understanding in one or several of the following:

Deep knowledge and expertise in IBM AIX and Red Hat Linux

Experience in supporting IBM MQ environment

Experience in entry level Oracle database administration

Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction

Ability and motivation to work in a team and in rotating shifts

Installation and configuration of end user applications and software.

Ability to analyse, draw conclusions and create solutions to customer's complex problems

Knowledge and ability to install configure and maintain UNIX / Linux operating system.

Knowledge of ITIL IT and network components and principles

Demonstrated maturity in handling complex customer issues and demanding customers

Ability to organize the activity of a team and to take ownership of issues until resolution

NEXT STEPS

If you apply we will carefully review your fit against the position criteria and feedback to you. If your profile does not meet the criteria, we will retain your profile as an active applicant for future consideration. If you need direct support, you can contact us on pardeep.kumar@sita.aero. Thanks for your interest in SITA

Skills
SITA
19Jan
Senior Manager Gso Territory
SITA   via Glassdoor

PURPOSE

To lead the assigned customer service and operational teams to deliver best-in-class and highly competitive integrated customer service solutions to SITA's customers. n- To be responsible for all customer service agreements within the assigned business area including the functional financial and commercial performance of those agreements.n- To be accountable for customer base's satisfaction within the business area.n- In close cooperation with the territorial GEO Sales & Account Management    Read more

to contribute in the overall revenue contract renewals or new business and to be directly accountable for Service Management revenue and its profitability.

KEY RESPONSIBILITIES

To manage and lead remote and geographically dispersed customer service and Operations teams in a complex environment by:- Exercising direct control and management over the operational budget and spend.- Being responsible for the headcount planning and resource allocation to global and/or regional customer(s).- Being accountable for the continuous development of individual skills of staff as well as the overall capabilities of the organization.- Role-modeling Management and SITA values

To provide general leadership and direction for customer service operational performance maintenance and service delivery of SITA systems products and solutions.

To ensure that all contracted/agreed service levels are met for each element of the services delivered while achieving internally agreed revenue and profitability targets.

To develop and manage an annual plan/program that focus on annual cost reductions and/or revenue increases in maintenance and support operations while maintaining/improving the overall service satisfaction performance.

To ensure that the deliverables of the business area are fully in line with the global standards and guidelines as established by SITA Global Services.

To be responsible for the overall performance of all contractors and service partners contracted by SITA for customer service functions.

To proactively monitor SITA customer services identify improvement and risk areas and is accountable for the various service improvement plans especially the customers' Continual Service Improvement Plans in the territory.

To proactively manage the escalation and crisis management process to ensure customer dissatisfaction issues are addressed in an early phase.

To report all aspects of customer service performance to key internal stakeholders.

To work in partnership with the GEO and Solution Lines and other relevant departments to ensure customer end-to-end service requirements are met.

To actively contribute to and p

articipate with Sales & Account Management in identifying and winning new customer business opportunities or contract renewals and by acting as the main customer service interface.

To have direct responsibility for managing organic revenue growth profitably of the contracted services with our customers.

To promote and deliver Customer Service Management services and grow profitably service management and out-of-baseline revenue.

To identify promote and/or lead consolidation opportunities across multiple functional and operational units within the business area covered.

To contribute to the leadership of the SGS Services Operations senior management team in the GEO where applicable.

To manage and lead remote and geographically dispersed customer service and Operations teams in a complex environment by:- Exercising direct control and management over the operational budget and spend.- Being responsible for the headcount planning and resource allocation to global and/or regional customer(s).- Being accountable for the continuous development of individual skills of staff as well as the overall capabilities of the organization.- Role-modeling Management and SITA values

To provide general leadership and direction for customer service operational performance maintenance and service delivery of SITA systems products and solutions.

To ensure that all contracted/agreed service levels are met for each element of the services delivered while achieving internally agreed revenue and profitability targets.

To develop and manage an annual plan/program that focus on annual cost reductions and/or revenue increases in maintenance and support operations while maintaining/improving the overall service satisfaction performance.

To ensure that the deliverables of the business area are fully in line with the global standards and guidelines as established by SITA Global Services.

To be responsible for the overall performance of all contractors and service partners contracted by SITA for customer service functions.

To proactively monitor SITA customer services identify improvement and risk areas and is accountable for the various service improvement plans especially the customers' Continual Service Improvement Plans in the territory.

To proactively manage the escalation and crisis management process to ensure customer dissatisfaction issues are addressed in an early phase.

To report all aspects of customer service performance to key internal stakeholders.

To work in partnership with the GEO and Solution Lines and other relevant departments to ensure customer end-to-end service requirements are met.

To actively contribute to and p

EXPERIENCE

5 years or more experience in Airline/Air Transport industry

6-8 years experience in a related role delivering IT services to internal or external customers

5 years or more management experience in a customer facing environment

Prior responsibility for P&L of a major customer account or contract.

Experience of working successfully in a process-oriented environment

Experience of continuous service improvement methods

Experience of working independently in a customer-facing environment

Experience of working in a matrix management environment

KNOWLEDGE & SKILLS

Organizational knowledge and sensitivity

Product knowledge of all SITA's products & services

Service management process knowledge (ITIL Service Support & Service Delivery)

Process knowledge

IT knowledge

PROFESSION COMPETENCIES

Business Acumen

Cost & Time Management

Financial Acumen

Leading Change

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 or Business MBA preferred

SITA Service Management Certification level as applicable

ITIL Service Management as applicable

6 Sigma Awareness

Skills