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.

ABOUT THE ROLE & TEAM


The Lead Analyst Service Improvement will be responsible for managing and directing the technology engagement with multiple internal and external third-party vendors. In this role, the Lead Analyst Service Improvement leads, manages and coordinates with teams who are directly responsible for the operation and maintenance of specific components of the technology infrastructure. The Lead Analyst Service Improvement works across multiple project delivery teams, including subject matter experts, to ensure the successful delivery of projects, products and solutions.


WHAT YOU’LL DO


Develop and implement IT service management processes and procedures to ensure the efficient and effective operation of IT infrastructure and platforms.
Liaise and work closely with the SMEs within the Infrastructure Cloud Engineer and SITA Global Services organizations, to facilitate the operational readiness process.
Continuously monitor and review performance of the Operations Partner (internal / external) against SLAs and contractual obligations and report findings to internal stakeholders and management.
Author reports including executive summaries and work papers detailing the assessment work completed, evidence reviewed, and identified gaps.
Act as the operational escalation point within the Infrastructure and Cloud Engineering (ICE) organization for the ICE Engineering and the SITA operation teams.
Lead the planning, coordination, and execution of operational readiness for new or modified IT services, ensuring seamless integration into the production environment.
Develop comprehensive operational readiness plans, including timelines, resource requirements, and risk mitigation strategies.
Establish operational readiness review processes to validate that all necessary operational activities, such as monitoring, incident management, and support documentation, are in place.
Establish processes for capturing lessons learned from operational readiness activities and incorporate them into the operational processes.
Conduct post-implementation reviews to evaluate the effectiveness of operational readiness activities, identify areas for improvement, and implement corrective actions.


ABOUT YOUR SKILLS


Bachelor's degree in computer science, information technology, or a related field.
5+ years of experience in IT service management, technical support, or system administration roles.
Strong understanding of IT infrastructure, including networking, servers, storage, and cloud technologies.
Experience with IT service management frameworks and methodologies, such as ITIL or COBIT.
Excellent leadership and management skills, with the ability to motivate and inspire a team of technical specialists.
Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
Ability to work independently, prioritize tasks, and adapt to changing priorities in a fast-paced environment.


NICE-TO-HAVE


Confident stakeholder management skills, negotiation skills and the ability to build effective working relationships at all levels and across global locations.
Detailed oriented and Good analytical skills.


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’ve 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: Level up your skills with our training platforms, including Linked In Learning!

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.


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