Description
As Senior Client Service Representative you will manage the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to the Customer. You will be accountable to act as the customer advocate on operational and service management matters within SITA. You will lead the customer interaction on all service-related issues and orchestrate actions in SITA to ensure they are addressed speedily and effectively.
Reporting to the Senior Manager you will be a part of the SITA’s Government Solutions Line project to fulfill SITA's contractual obligations for service management in line with ITIL processes and practices. You will work in close collaboration with sales and account management to position SITA strongly for business retention contract renewal and service extension.
At SITA, we are meeting the new needs of travel ...today! Are you ready to join us?
What you will do
Provide ITIL-compliant service management to assigned customers
• Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted 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 (SITA Global Service) Service Management standards ITIL processes and practices as defined in the Customer Governance including: Seek feedback from the customer agree and own the customer Continual Service Improvement Plans (CSIPs); Lead 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; 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
• 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 and during bid support
• Develop a close working relationship with SITA's account directors and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals.
• Contribute for profitably managing organic revenue growth of the contracted services with our customers
• 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.
• Contribute to the evaluation of solutions resources and costs of dedicated or bundled service management proposals when requested by management.
Qualifications
Who you are
• 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
• Service Management process knowledge (ITIL Service Support and Service Delivery)
2 years or more experience in Airline/Air Transport industry is an advantage
• 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
• 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
• Bachelor's degree in IT Telecom or Business or equivalent
• ITIL Service Management Certification as per SGS standards
What we offer
SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. Our values underpin everything we do at SITA.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
Keywords: Client service representative, government solutions, ITIL, IT service solutions, services management.
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