Team Leader Digital Customer Operations

Overview

WELCOME TO SITA

Were 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.

Youll 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

This role will lead team responsible for managing critical incident resolution, minimizing business impact, and ensuring timely service restoration through structured processes and effective communication. You will oversee the crisis management process when needed and defines training needs for Data Center Operations. This role will drive team performance through leadership, development, and alignment with organizational goals.Managing change requests and owns the Change Control Board to ensure consistent and controlled implementation across portfolios. You will be responsible to Combines strategic oversight with operational execution to ensure service continuity and process excellence.

What You’ll Do

• 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
• Collaborate with service desk and operations teams to ensure readiness for potential high-impact incidents through training, simulations, and awareness initiatives
  
  
  

Qualifications

ABOUT YOUR SKILLS

• Minimum 7 years relevant travel industry experience preferably in the in-airline industry systems Network Support, Infrastructure Support or Application support or delivery. .
  
  
  

Functional Skills

• Expertise in Incident Management, Change Management, Problem Management, Service Request Management, and Event Management
• Strong Stakeholder Management and Customer Relationship Management skills
• Proven track record in driving Customer Success Excellence
• Effective and clear Communication across all organizational levels
• Skilled in Influence and Negotiation to drive outcomes and align priorities
• Strategic Planning to support business and operational goals
• Advanced Problem-Solving abilities in high-pressure environments.
  
  
  

Technical Skills

• ITIL v4 Foundation or Intermediate
• CCNA/PCCSA/MCSA/Cloud
• Airport-specific trainings like ACI or SITA-based certifications (added advantage)
  
  
  

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 its like to join our team and take a step closer to your best life ever.

🌿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 LinkedIn 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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