Senior Transition Specialist

Overview WELCOME TO SITA We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big? Are you ready to love your job? The adventure begins right here, with you, at SITA. PURPOSE To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Transition services to SITA customers according to SITA standards and procedures and hence, maximizing customer satisfaction by the delivery of first-class support activities and ensuring Systems and Products are properly deployed and configured. Participate and Coordinate on the deployment of new operation support services or improvements over existing operational support services. Delivery and execution of Agreed Statement of Work for customer locations by monitoring and coordinating all actions required to deliver the service. Such deliveries may be part of a global project roll out for single customer or a collection of organic growth orders placed by multiple customers. Identify and promote opportunities to achieve continuous improvement, automation or manual interaction reduction footprint in operational and process performance. KEY RESPONSIBILITIES Collect, validate, format, and load data into operational systems while ensuring accuracy and integrity. Manage and troubleshoot system integration points to ensure smooth data exchange between delivery and operational systems. Document workflows and configure operational systems with settings provided by the delivery team. Conduct end-to-end testing and validate systems and integrations to ensure operational readiness. Identify and resolve data or system discrepancies during the transition phase in collaboration with relevant teams. Work towards automating transition processes to minimize manual effort and improve efficiency. 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. Stakeholder management: ensure clear, transparent communication between the team and other stakeholders, promoting collaboration and alignment. To proactively detect problems related to Service Transition Process and Procedures, conduct diagnostics, provide service request ownership to ensure resolution. Ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed timeframes. Conducts the analysis, definition, documentation and testing of application and systems enhancements within the Service Transition's scope Audit for the use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Operations guidelines and instructions where provided. Assist in the development, planning, coordination and implementation of Change and Project plans. Ensure simplification and consistency of implementation and working processes across all SGS and all contracts in line with ITSM standard, identifying Product/Service deficiencies and future service requirements To provide a professional application support service for the Service Transition supported applications and devices and communication between them including all the configuration software. Perform Handover Document review and correction for Operational teams, as well as running Operational acceptances on behalf of Operations teams Provision of support, for configuration defects, during the 'Warranty Period' to Service and Infrastructure Operations, for any topology or Infrastructure accepted by the Service Transition Operations teams To assist in the Proof of Concepts and Pilot testing of New Services and Products, where required. Audit for the correct performance of tests on hardware and software components and be responsible for the co-ordination of acceptance testing with Customers and 3rd parties. Manage and support post sales services and support solution implementation as well as the integration of all contracted services and professional resources, both internal and external, in order to deliver a proper People/Process/Tools solution. Qualifications EXPERIENCE 3+ years’ experience of working in the Airport/Airline industry preferred. SITA on any role within Service Transition, Service Design & Development or Service Operations frameworks preferred. SITA on any role related with Passenger Processing Portfolio preferred. Proven experience in managing data integration and operational systems, preferably in a similar role Hands-on experience with system troubleshooting and integration testing. Experience with workflow documentation and system configuration. Experience in collaborating across teams (e.g., delivery, IT, operations) to ensure smooth data transition and system readiness. Experience with automation and process improvement initiatives Technical knowledge and background (Telecommunications and Service Management) 3+ years experience in analysis project requirements plans and schedules 3+ years experience in Customer Service preferably in a global organization and Service Provider environment Experience in IT Service Management processes and concepts - 3+ years experience as a Systems Engineer/Administrator responsible for support activities for Server/Desktop equipment, LAN, WAN equipment. Must have dealt directly with external customers delivering to SLAs.- 3+ years experience in IT domains. KNOWLEDGE & SKILLS Master/Expert knowledge (strong ability, is able to teach others and solves complex challenges) for the following functional and technical skills: Stakeholder Management Business Process Management Quality Assurance Strategic Planning, Adaptability and Communication Workflow & Business Process Management Software Database Administration Configuration Management Knowledge of ITIL and Service Management practices and procedures Knowledge of Six Sigma or other industry standards an asset Ability to support, troubleshoot, analyze and investigate on IT systems, where required Ability to support and configure Cisco LAN/WAN equipment, where required Ability to support and configure Server/Desktop equipment, where required Ability to work under pressure and to deal with multiple tasks Analytical capabilities to spot trends via data analysis. PROFESSION COMPETENCIES Business Analysis Resilience Service Management Process CORE COMPETENCIES Adhering to Principles & Values Communication Creating & Innovating Customer Focus Automation Impact & Influence Leading Execution Results Orientation Teamwork EDUCATION & QUALIFICATIONS Minimum Diploma/Certificate in Business Mgmt Computer Science Electronic Engineering or equivalent Minimum ITIL Foundation Certificate 6 Sigma-Yellow Belt Advanced certification Project Management Certification-CAPM MCSE or CCNP or similar 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.