Manager Service Operations

Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As Global Service Desk Manager, you will be accountable for the strategy, governance, performance and continuous improvement of SITA's global Service Desk operation.

The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution.

WHAT YOU’LL DO

Global Service Desk Leadership

Own and evolve the global Service Desk operating model across locations, shifts, languages, channels and suppliers.

Represent the Service Desk in service reviews, governance forums, supplier reviews and transformation initiatives, ensuring clear accountability and escalation management across stakeholders.

Define and execute a Service Desk maturity roadmap covering people, process, tooling, knowledge management, automation and customer experience.

Establish governance frameworks, decision rights, escalation paths and operational standards.

Incident & Major Incident Management

Own Service Desk performance across incidents, service requests, customer communications, triage, escalation and operational coordination.

Ensure effective Service Desk participation in Priority 1 and Major Incident management processes.

Develop and maintain sustainable leadership coverage models, including out-of-hours and reduced-coverage operations.

Drive accountability and consistency across regions, shifts and third-party providers.

Customer Experience & Service Performance

Lead performance management through customer-focused outcomes, including SLA achievement, first contact resolution, backlog health, escalation timeliness, service quality and customer experience.

Use customer feedback and operational insights to identify and prioritise improvement opportunities.

Ensure performance reporting demonstrates measurable business and customer value.

Service Intelligence & Predictive Operations

Establish trusted operational metrics, reporting standards and data governance practices.

Leverage operational, workforce, service health and customer experience data to drive decision-making.

Define predictive indicators and risk thresholds to improve service stability and operational resilience.

Promote proactive intervention through actionable dashboards and service intelligence.

AI, Automation & Innovation

Own the operational strategy for AI-enabled support and automation, identifying and prioritising opportunities across routing, triage, workflow automation, self-service, virtual agents, and knowledge management.

Establish measurable knowledge management and shift-left practices to improve Service Desk resolution, self-service adoption, and operational efficiency, while measuring business benefits and ensuring robust governance, risk controls, and human oversight.

ServiceNow & CMDB Transformation

Lead Service Desk readiness, adoption and value realisation activities associated with ServiceNow transformation initiatives.

Drive operational excellence through workflows, assignment models, dashboards, knowledge, catalogue and self-service capabilities.

Support CMDB maturity and service mapping improvements to enhance impact analysis, routing, reporting and automation outcomes.

Workforce & Organisational Development

Lead managers and team leaders across a global operation, driving clear objectives, accountability, and workforce development through skills, career pathways, and succession planning.

Forecast demand and capacity to optimise shift and skills coverage, workforce utilisation, and sustainable service delivery while building future-ready teams for automated and AI-enabled environments.

Governance, Risk & Continuous Improvement

Maintain and govern a prioritised service improvement roadmap while ensuring compliance with security, audit, access management and data governance requirements.

Escalate operational, supplier, capacity and transformation risks with evidence-based recommendations.

Qualifications

ABOUT YOUR SKILLS

You are a strategic operational leader with a strong track record of running complex, global service organisations while leading large-scale transformation initiatives. You combine strong people leadership with operational excellence, data-driven decision-making and a passion for improving customer outcomes.

Significant leadership experience within a global, multi-site or multi-shift Service Desk environment.

Proven accountability for incident performance, Major Incident support and customer outcomes.

Experience in workforce planning, operational governance and service reporting.

Strong knowledge of ITIL practices and enterprise IT Service Management platforms.

Experience using operational data and service intelligence to drive business decisions and performance improvement.

Represent the Service Desk in service reviews, governance forums, supplier reviews and transformation initiatives, ensuring clear accountability and escalation management across stakeholders.

Minimum 10-15 years expereince in Information Technology, Service Management, Operations or a related discipline.

ITIL Foundation certification or equivalent IT Service Management experience.

ServiceNow certifications or formal ServiceNow training.

Certificati