Manager Service Operations

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 & TEAM The Service Operations Manager is responsible for leading and managing the operational support and service delivery of mission-critical airport and aviation technology solutions. The role ensures high availability, reliability, performance, and continuous improvement of operational services while leading multidisciplinary teams across application support, cloud operations, infrastructure, and service management functions. WHAT YOU WILL DO: Service Operations Leadership Lead and develop a high-performing Service Operations team. Provide leadership, coaching, mentoring, and performance management to operational and technical teams. Define operational strategies and support models that ensure service stability, scalability, and resilience. Foster a culture of accountability, collaboration, customer focus, and continuous improvement. Service Delivery & Operations Ensure delivery of operational services in accordance with agreed SLAs, OLAs, and customer expectations. Manage end-to-end Incident, Problem, Change, and Major Incident processes. Lead root cause investigations and drive corrective and preventive actions. Oversee service transitions and operational readiness activities for new products, services, and customer deployments. Monitor operational health, service performance, availability, and capacity metrics. Cloud & Technical Operations Manage operational support for cloud-based solutions with a strong focus on Microsoft Azure. Ensure effective administration and support of: Azure Infrastructure Cloud networking Application platforms Databases APIs and integrations Monitoring and observability solutions Drive automation and operational efficiency through scripting and tooling. Support modernization initiatives and cloud transformation projects. Application & Platform Support Lead Application Support teams responsible for critical customer-facing systems. Ensure timely resolution of production incidents and service requests. Collaborate with Development, Engineering, Architecture, and Product teams. Manage application deployments, upgrades, and release activities. Operational Excellence & Reliability Implement Site Reliability Engineering (SRE) principles and best practices. Drive observability improvements through monitoring, logging, and alerting frameworks. Establish service health dashboards, KPIs, SLOs, and SLIs. Reduce operational debt through automation, process optimization, and continuous improvement initiatives. Stakeholder & Customer Management Build strong relationships with customers, internal stakeholders, engineering teams, and operational partners. Lead operational reviews and customer service discussions. Communicate operational risks, service performance, and improvement plans to leadership and customers. Act as an escalation point during critical incidents and customer-impacting events. Qualifications WHO YOU ARE:  Bachelor's Degree in Computer Science, Engineering, Information Technology, Telecommunications, or equivalent.  10+ years of experience in IT Operations, Service Management, Application Support, or Technical Operations environments.  8+ years supporting enterprise or mission-critical systems.  2–4 years of people management experience leading technical teams.  Experience managing multidisciplinary teams across: Application Support Cloud Operations Infrastructure Support Service Management  Strong experience managing operational support in 24x7 environments.  Experience driving operational transformation and continuous improvement initiatives. Technical Skills Microsoft Azure Cloud administration and operations. Application Support and Production Support environments. Database technologies and administration concepts (SQL/Oracle/PostgreSQL). APIs, integrations, and enterprise application architectures. Working knowledge of Java and/or C# Monitoring and observability tools such as Application Insights, Dynatrace, Grafana, or Prometheus. Understanding of SRE principles, automation, reliability engineering, and operational metrics (SLIs/SLOs). NICE-TO-HAVE:  Experience within Aviation, Airports, Air Transport Industry (ATI), or mission-critical operational environments.  Experience supporting operational airport systems.  Experience working with geographically distributed teams.  ITIL processes: Incident, Problem, Change, Request, and Knowledge Management 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. Starting Compensation Starting Compensation