Client Service Manager

Overview

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.
PURPOSE

The Client Service Manager is responsible for managing and nurturing the designated customer relationship from both a service quality and operational perspective, ensuring that SITA consistently delivers on its service level commitments. This role is critical in fulfilling SITA’s contractual obligations for service management in accordance with ITIL processes and best practices.

As the customer’s advocate within SITA, the Client Service Manager leads all service-related interactions, driving swift and effective resolution of any operational or service issues. They ensure seamless coordination across SITA’s teams to address customer needs, delivering a high-quality service experience.

Commercially savvy, the Client Service Manager works closely with Sales and Account Management teams to strengthen customer retention, facilitate contract renewals, and support service expansion opportunities.

For those with a more technical focus, the role may involve additional responsibilities such as providing expert product knowledge, proactively managing service performance in complex technical environments, analyzing trends, anticipating customer needs, and addressing technical issues and changes. This aspect of the role requires specialized technical competencies and a deep understanding of customer operations. While these profiles may not have budget or people management responsibilities, they are key individual contributors to service excellence.

In the case of large or strategic customer contracts, Client Service Managers may work as part of a team, combining complementary skills and expertise across both service relationship and technical management to meet the full scope of customer needs.
KEY RESPONSIBILITIES

Service Management & SLA Compliance:
Deliver ITIL-compliant service management for assigned customers, ensuring all Service Level Agreements (SLAs) are met consistently and effectively. Act as the primary point of contact for customer service requests, addressing them promptly and professionally.

Continual Service Improvement:
Lead the Continual Service Improvement (CSI) process with customers, identifying opportunities for service upgrades, risk mitigation, and ongoing service enhancement. Develop and own the customer's Service Improvement Plans (SIPs) and Continual Service Improvement Plans (CSIPs).

Proactive Monitoring & Reporting:
Proactively monitor customer services, identifying areas for improvement and managing service improvement plans. Ensure that service reports are provided to customers and line management in a timely manner.

Customer Proposals & Operational Impact:
Support the development of customer proposals, analyzing local factors that may affect the operational model and associated support costs, both internal and external.

Service Management Standards & ITIL Compliance:
Adhere to SGS Service Management standards and ITIL processes as outlined in the Customer Governance framework. Leverage the CSM Knowledge Base to share key customer documents and best practices. Continuously seek improvements and innovations in service delivery.

Service Reviews & Stakeholder Engagement:
Conduct regular service reviews with customers, service providers, and internal teams. Lead operational review meetings and service performance reviews, ensuring adherence to contractual obligations and SGS standards.

Escalation & Issue Resolution:
Act as the operational point of contact for customers, users, service providers, and line management. Manage the escalation of operational issues and ensure timely resolution.

Team Leadership & Collaboration:
Manage and support client service staff assigned to the customer account, fostering a collaborative environment and ensuring high levels of service delivery.

Technical Support & Incident Management (For Technical Profiles):
Contribute to customer operational configuration design, incident and problem management processes, and change management technical validation. Provide support for service continuity, availability, and capacity planning, contributing to CSIPs and proactive trend analysis.

Commercial Responsibilities & Revenue Management:
Review monthly service revenue to ensure accurate billing for all contracted services, both recurring and ad-hoc. Support the resolution of billing and contract-related issues. Contribute to the growth of service management revenue and additional service opportunities, while supporting territory management in revenue growth and bid processes.

Business Development & Account Management:
Build strong relationships with account directors and managers, actively supporting sales efforts to identify new customer opportunities, contract renewals, and service expansions. Work collaboratively to manage organic revenue growth and ensure the profitability of contracted services.

Proposal Support & Cost Evaluation:
Support bid teams in developing customer proposals, analyzing local factors that could impact the operational model or associated costs. Assist in evaluating resources, solutions, and costs for both dedicated and bundled service management proposals.

Qualifications

EXPERIENCE
• 5 years or more experience in a related role delivering IT services to internal or external customers
• 3 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
PROFESSION COMPETENCIES
• Business Acumen
• Cost & Time Management
• Financial Acumen
• Manage Customer
• Negotiation
• Service Management Process
• Supplier Relationship Management
CORE COMPETENCIES
• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork
EDUCATION & QUALIFICATIONS
• Bachelor's degree in IT Telecom or Business or equivalent
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: 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.