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Airport Service Manager - Algiers - Algeria

SITA

Posted on August 10, 2018

6 - 7 years Algiers - Algeria

Any Nationality

Opening 01

Job Description

EMAIL JOB
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PURPOSE
Provide support to SITA contracted customers via a local dedicated (single airport) or regional designated model (multiple airports) in line with the newly defined SITA airport support Model.n- in terms of Customer Service Management serve as primary contact for interaction between customers and SITA for general Service performance issues.n- in terms of Business Development work in close collaboration with Sales & Account Management to position SITA strongly for Business retention contract renewal and Service extension.
KEY RESPONSIBILITIES
Perform service performance reviews
- Coordinate service delivery in operational phase
- Identify develop and coordinate change management including Change Approval when required
- Serve as customer escalation point for fault management and coordinate service restoration
- Own continual service improvement plans (CSIP) leveraging proactive trend analysis
- Report on SLA performance (e.g. during service review meetings)
- Be accountable for the quality of the service delivered for the products within scope owning actions across multiple SITA teams both Local and Central as well as Suppliers
- Review the monthly SM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between SITA and the customer
- Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional SITA services
- Support the SGS Territory management in revenue pipeline forecasting and management
- Work with SGS Bid Support to help to design the most valuable and competitive service management solution
- `Champion' the SITA service models aiming at increasing revenues
- Propose new service offerings based on the airport customer needs and on the SITA team's capabilities
- Develop a close working relationship with SITA's Account & Management teams and actively contribute in identifying and winning new customer business opportunities or contract renewals.
- Contribute towards profitably by 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.
- Manage other client service staff including third party resources at assigned sites to support the customer(s) and develop the capabilities of the team.
Perform service performance reviews
- Coordinate service delivery in operational phase
- Identify develop and coordinate change management including Change Approval when required
- Serve as customer escalation point for fault management and coordinate service restoration
- Own continual service improvement plans (CSIP) leveraging proactive trend analysis
- Report on SLA performance (e.g. during service review meetings)
- Be accountable for the quality of the service delivered for the products within scope owning actions across multiple SITA teams both Local and Central as well as Suppliers
- Review the monthly SM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between SITA and the customer
- Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional SITA services
- Support the SGS Territory management in revenue pipeline forecasting and management
- Work with SGS Bid Support to help to design the most valuable and competitive service management solution
- `Champion' the SITA service models aiming at increasing revenues
- Propose new service offerings based on the airport customer needs and on the SITA team's capabilities
- Develop a close working relationship with SITA's Account & Management teams and actively contribute in identifying and winning new customer business opportunities or contract renewals.
- Contribute towards profitably by 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.
- Manage other client service staff including third party resources at assigned sites to support the cus


IT - Software Services

Installation / Maintenance / Operations / Repair

Desired Candidate Profile

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EXPERIENCE
6 years or more experience in a related role delivering IT services to internal or external customers
- 5 years or more management experience in a customer facing environment ideally working independently
- 3 years or more experience in Airline / Air Transport industry
- Experience in a complex multi-cultural matrix management organization
- Experience of working successfully in a process-oriented environment
- Experience of continuous service improvement methods
KNOWLEDGE & SKILLS
Organizational knowledge and sensitivity
- Knowledge of SITA Products (scope depending on services to be supported by customer contract assignments)
- Working knowledge of SITA's required standard IT Operations Management tools and ability to define requirements for enhancement of these tools to the specialized SITA teams.
- Service management process knowledge (ITIL Service Support & Service Delivery)
- Knowledge and understanding of IT network and communication protocols
- Ability to analyze draw conclusions and create recommendations to solve customers' 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
PROFESSION COMPETENCIES
• Business Acumen
• Cost & Time Management
• Financial Acumen
• Manage Customer
• Negotiation
• Results Orientation
• Service Management Process
• Supplier Relationship Management
CORE COMPETENCIES
• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Developing Talent
• Impact & Influence
• Leading Execution
• Managing Performance
• Teamwork
EDUCATION & QUALIFICATIONS
Bachelor's degree in IT Telecom or Business or equivalent
- SITA Service Management Certification Level 2 (=ITIL Foundations)
- ITIL Service Management Certification as per SGS standards
Depending on the solution scope of each customer assignment specific certifications and in-house education is required.
- SITA CIS Education program
- Other SITA CIS certifications as per SGS policy (when available)
- SITA EUC certifications as per SGS policy (when available)
- SITA ASL certifications as per SGS policy (when available)

Keywords

Telecom Fault Management Change Management It Services Billing Account Management Forecasting Trend Analysis Operations Communication Protocols

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SITA

SITA was founded in 1949 and is headquartered in Geneva. The company emerged as a pioneer in international telecommunications for air transport industry and has the broadest portfolio of managed global communications, infrastructure, ATI Cloud as well as outsourcing services. SITA has its presenc e across 200 countries and it offers a myriad of services including –

• Airline commercial management

• Air-to-ground communications

• Airport management & operations

• Aircraft operations

• Baggage operations

• Border management

• Cargo operations

• Flight operations

• Passenger operations

• Transportation security





SITA aims at building and maintaining a multi-skilled workforce, capable enough to work flexibly and confidentially as per clients’ requirements. To meet the consistent demands of skilled workforce, the company looks forward to hire professionals across a number of technical and non-technical positons and hire dedicated professionals who can match up to the expectations of the clients and deliver their best.



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