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

Leads the resolution of critical incidents and crisis situations to minimize business impact and ensure rapid service restoration. Oversees DCO training, team performance, and employee development while driving operational excellence and effective communication. Guides teams in achieving operational objectives through strong leadership, coordination, and resource management. Owns change governance across all portfolios, including managing change requests and chairing the Change Control Board (CCB).

What you will do

• Ability to lead, coach, and motivate the team while taking full accountability for operational performance, escalations, and delivery under pressure.
• Strong focus on ticket quality, process adherence, and identifying improvement opportunities through data, trends, and lessons learned to enhance team performance and customer experience.
• Provide direction and leadership to the team aligning their efforts with organizational goals.
• Monitor assess and provide feedback on individual and team performance ensuring goals are met.
• Identify and foster growth opportunities for team members supporting their professional development.
• Foster a positive work environment by engaging and motivating the team to support people growth and development.
• Address and resolve conflicts within the team in a fair and constructive manner.
• Lead the coordination and management of critical incidents from identification through to resolution ensuring timely restoration of affected services.
• Act as the primary point of communication during major incidents providing clear and consistent updates to stakeholders senior management and affected teams.
• Assess the severity of incidents and when necessary trigger the crisis management process to engage additional resources and leadership support.
• Facilitate and lead incident resolution calls ensuring that appropriate technical and functional teams are engaged and aligned on resolution actions.
• Document incident details timelines and actions taken to maintain a comprehensive incident log for post-incident reviews.
• Work with cross-functional teams to identify the root cause of major incidents and implement corrective actions to prevent future occurrences.
• Develop and maintain major incident management policies workflows and escalation procedures to ensure a consistent approach to critical incident handling.
• Conduct post-incident reviews to analyze the response identify improvement opportunities and implement lessons learned.
• Prepare and present regular reports on major incident trends response times and service impact to improve overall incident management processes.
• Assess the skill and knowledge requirements across DCO roles identifying training needs based on operational standards and quality goals.
• Design and develop training programs including onboarding technical skills case management customer communication and quality standards.
• Organize and conduct training sessions workshops and refresher courses to continuously build expertise within the DCO team.
• Provide coaching and support to team members as they apply newly acquired skills fostering a continuous learning culture within the DCO.
• Stay updated on industry best practices and emerging technologies relevant to DCO training needs incorporating these insights into training content.
• Collaborate with quality and operations teams to align training efforts with quality assurance goals and to support ongoing process improvements.

Qualifications

Who you are

• Minimum 7 years of relevant travel industry experience, preferably in airline industry systems application support or delivery.
• At least 5 years of experience as a people manager demonstrating leadership, problem-solving and incident management skills.

KNOWLEDGE & SKILLS

• Stakeholder Management.
• Customer Success Excellence.
• Communication.
• Influence and Negotiation.
• Strategic Planning.
• Problem Solving.
• Customer Relationship Management.
• Project Management.
• Collaboration.
• Incident Management.
• Service Request Management.
• ITiL.
• Network.
• Application Support.
• ITSM Ticketing.

EDUCATION & QUALIFICATIONS

Bachelors/University degree in related field or equivalent work experience required. ITIL Foundation Certificate as minimum.

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

• 🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
• ⏰ Flex Day: Make your workday suit your life and plans.
• 🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
• 🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
• 🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
• 🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.