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.
Be responsible for all customer service agreements within the assigned business area including the functional, financial and commercial performance of those agreements.
To be accountable for customer base's satisfaction within the business area.
In close cooperation with the territorial GEO Sales & Account Management to contribute in the overall revenue, contract renewals or new business and to be directly accountable for Service Management revenue and its profitability
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 organisation
Role-modelling Management and SITA values
Provide general leadership and direction for customer service, operational performance, maintenance and service delivery of SITA systems, products and solutions.
Ensure that all contracted / agreed service levels are met for each element of the services delivered, while achieving internally agreed revenue and profitability targets.
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.
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 participate 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
5 years or more experience in Airline / Air Transport industry
Fluent German Speaking
4-5 years experience in a related role, delivering IT services to internal or external customers
4 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)
Supplier Relationship Management
Service Management Process
Cost & Time Management
Adhering to Principles & Values
Creating & Innovating
Impact & Influence
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
Must be fluent in German and able to travel with ease into territories listed.