Senior Client Service Representative with Italian
Czech Republic
před 47 dny


  • Manage the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to customers
  • Fulfill SITA's contractual obligations for service management, in line with ITIL processes and practices
  • Act as the customer advocate on operational and service management matters within SITA
  • Lead the customer interaction on all service-related issues and orchestrate actions in SITA to ensure they are addressed speedily and effectively
  • Be commercially minded and work in close collaboration with sales and account management to position SITA strongly for business retention, contract renewal and service extension

  • Provide ITIL-compliant service management to assigned customers
  • Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted / agreed service levels are met for each element of the services delivered
  • Manage all customer requests for service promptly and professionally
  • Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades- Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans.
  • Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including :
  • Actively use the intranet CSM Knowledge Base to share key customer documents as required
  • Provide service reports to customers and line management
  • Proactively seek improvements and innovations in the services delivered by SITA
  • Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs)
  • Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards
  • Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented
  • Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management
  • Commercial responsibilities for assigned customers :

  • Review the monthly CSM revenue and ensure that all CSM related services are correctly billed
  • Contribute to the growth of both SM and OOB revenue of additional services
  • Support SGS territory management about SM revenue management
  • Support SGS territory management during bid support
  • To develop a close working relationship with SITA's account director s / manager s and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
  • To contribute for profitably managing organic revenue growth of the contracted services with our customers
  • To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and / or associated internal and external costs
  • To contribute to the evaluation of solutions, resources and costs of dedicated or bundled service management proposals when requested by management

  • 3 years or more experience in a related role, delivering IT services to internal or external customers
  • 2 years or more management experience in a customer facing environment, ideally working independently
  • 2 years or more experience in Airline / Air Transport industry
  • Experience of working in a matrix management environment is desirable, ideally multi-cultural
  • Experience of working successfully in a process-oriented environment
  • Experience of continuous service improvement methods is desirable

  • Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
  • Service Management process knowledge (ITIL Service Support and Service Delivery)
  • Knowledge and understanding of IT, network and communication protocols
  • Ability to analyze, draw conclusions, and create recommendations to solve customers' moderately complex problems
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Ability to work under pressure (e.g. during crisis) and multi-task
  • Language skills : fluent English and fluent Italian

  • Bachelor's degree in IT, Telecom or Business, or equivalent
  • SITA Service Management Certification Level 2 (ITIL Foundations)

    Fixed-term, 2-year contract

    Job Posting

    Mar 23, 2018, 6 : 49 : 59 AM

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