Manager Service Operations
SITA Switzerland SàrlMatch Score
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Job Description
Structured overview of role & requirementsAbout This Role
Accountable for strategy, governance, performance, and continuous improvement of SITA's global 24/7 Service Desk operations across multiple locations and suppliers.
Own incident management performance including Priority 1 and Major Incident processes, customer communication, and escalation management ensuring consistent delivery and accountability.
Lead transformation initiatives including AI-enabled support, automation, ServiceNow adoption, and workforce development to enhance operational efficiency and customer experience.
Minimum Requirements
10-15 years of experience in Information Technology, Service Management, Operations or related discipline.
Significant leadership experience in a global, multi-shift Service Desk environment with accountability for incident and Major Incident management.
ITIL Foundation certification or equivalent IT Service Management experience.
ServiceNow certifications or formal ServiceNow training.
Ideal Candidate Profile
Experienced operational leader with a track record of managing complex, global service organizations and large-scale transformation initiatives.
Strong expertise in ITIL practices, enterprise ITSM platforms, and data-driven performance management.
Skilled in workforce planning, governance, stakeholder escalation, and driving continuous improvement in customer-focused outcomes.