Overview
WELCOME TO SITA
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
To assist Service Operations teams in maintaining service delivery quality through direct assistance in Process & Quality analysis & assessments to lead resolution of service management issues and recommend and implement service management improvements in order to eliminate recurrent failures, and improve customer satisfaction and service operations performance.
What You Will Do
- Conduct Quality assurance & Process Compliance of operational processes such as Incident management, Problem Management, and Change Management; and identify areas of Improvement.
- Identify and promote opportunities to achieve continuous improvement in operational and process performance.
- Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis.
- Ensure 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.
- Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines.
- Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams.
- Identity documentation gaps and implement improvements of working processes and procedures.
- To ensure the Service Operations team adheres to the highest working standards for all incidents problems and changes by providing process & quality guidance support.
- Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers.
- Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process.
Qualifications
EXPERIENCE:
- Degree in Computer Science Electronic Engineering or equivalent.
- 3-5 years of experience in data and/or quality management.
- 3.-5 years of experience in IT industry with the implementation of processes as per recognized Industry standards.
- Experience in IT Service Management processes and concepts required.
- ITIL Foundation Certificate required.
- Knowledge of ITIL and Service Management practices and procedures
- Knowledge of IT and network components and principles
- Analytical capabilities to spot trends via data analysis.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Ability to work under pressure and to deal with multiple tasks.
- Ability to document process & workflow/policy and produce detailed and procedural documentation.
- Operating knowledge of Microsoft Office products.
Nice-to-have
- 6 Sigma desired.
- Experience with ISO/IEC 20000, ISO 9001 or Quality Management standards desired.
- Experience working in the Airport / Airline industry preferred.
- Certification in Quality Management standards (i.e. ISO/IEC 20000 or ISO 9001) desired.
- Knowledge of Six Sigma or other industry standards desired
- Knowledge of Quality Management standards desired.
What We Offer
At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:
Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)
Flex Day: Shape your workday to suit your life and your plans.
Flex-Location: Take up to 30 days a year to work from any location in the world.
Employee Wellbeing: We've got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health - a personalized, proactive platform to support diverse wellbeing needs.
Professional Development: Level up your skills with our training platforms, including 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. 
