Senior Manager, Service Operations

SUEZ; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex-Location

Employee Wellbeing

Professional Development

Competitive Benefits

Job summary

SITA is seeking a Senior Manager Service Operations (PSO Borders) to provide leadership and governance for regional/service operations teams, ensuring secure, reliable, and customer-focused border solutions. You will own operational performance, incident management, lifecycle management, stakeholder engagement, and continuous improvement across the Borders portfolio.

The role emphasizes standardization, service quality, and operational excellence, with a focus on driving automation and

Qualifications

• Experience with IT service management practices and frameworks (ITIL).
• Strong leadership and people-management skills for dispersed teams.
• Proven ability to drive continuous improvement in complex service operations.
• Ability to analyse metrics and report to senior stakeholders.
• Experience with change, incident and problem management processes.

Responsibilities

• Lead day-to-day service operations for mission-critical systems 24/7.
• Ensure service levels and operational commitments are met.
• Drive incident management and operational recovery activities.
• Lead geographically dispersed service operations teams and promote accountability.

Skills

ITSM principles

ITIL

Leadership

Cross-functional collaboration

Education

Bachelor's degree

MBA (plus)

Job description

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

Overview WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

PURPOSE

Senior Manager Service Operations (PSO Borders) provides leadership and governance for regional or product-based service operations teams, ensuring the delivery of secure, reliable and customer-focused Border solutions. The role is accountable for operational performance, incident and problem management, service lifecycle management, stakeholder engagement and continuous improvement, while driving standardisation, service quality and operational excellence across the Borders portfolio.

KEY RESPONSIBILITIES

The role typically includes:

Service Operations Leadership

• Manage day-to-day service operations activities 24/7 for service critical systems.
• Ensure service levels and operational commitments are achieved.
• Lead incident management, major incident response and operational recovery activities.
• Monitor service health and operational performance.

People Leadership

• Lead geographically dispersed service operations teams.
• Develop operational capability and promote a culture of accountability and continuous improvement.

Customer & Stakeholder Management

• Engage with customers, Business Units, Portfolio teams, T&E and SGS leadership.
• Ensure operational objectives remain aligned with customer and business requirements.

Service Lifecycle Management

• Support services from transition through operational life and retirement.
• Work closely with Service Transition, SRE and Service Support Architecture teams to ensure successful onboarding and stable operation of services.

Continuous Improvement

• Drive automation, standardisation, reliability improvements and operational efficiency initiatives.
• Lead service improvement plans and address operational risks.

Success Measures

PSO Borders operating model, success is typically measured through:

• Service availability and reliability
• SLA/SLO achievement
• Incident reduction and MTTR improvement
• Customer satisfaction
• Operational efficiency
• Successful service transitionsContinuous improvement and standardisation outcomes

Qualifications

Experience

• 10+ years’ extensive experience in service operations, preferably with significant leadership or managerial responsibility.
• Proven track record of managing day-to-day service operations, improving service delivery and ensuring service level agreements are consistently achieved.
• Demonstrated experience leading, managing and developing teams, including performance management, coaching, mentoring and capability development.
• Strong background in cross-functional collaboration, resolving complex operational issues and leading continuous improvement initiatives.
• Practical experience with change management, incident management and problem management processes in complex operational environments.
• Demonstrated ability to analyse service metrics, conduct performance reviews and produce clear operational reports for senior stakeholders.
• Experience in resource allocation, workforce and capacity management, and maintaining high availability of business-critical services.
• Experience operating within compliance and regulatory frameworks, preferably in government, aviation, border management or another highly regulated environment.

KNOWLEDGE & SKILLS

• Strong knowledge of IT Service Management (ITSM) principles and frameworks, including ITIL Incident, Problem, Change, Availability and Service Level Management.
• Solid understanding of service operations, production support and managed services environments, including 24x7 operational models.
• Knowledge of service reliability, operational resilience, disaster recovery, business continuity and major incident management practices.
• Understanding of service transition, operational readiness and supportability requirements for new products and services.
• Knowledge of service performance management, monitoring tools, operational dashboards and KPI reporting.

PROFESSION COMPETENCIES

• Proven ability to lead and motivate geographically dispersed teams in a high-pressure operational environment.
• Strong coaching, mentoring and performance management skills with demonstrated success in building high-performing teams.
• Ability to develop workforce capability, succession plans and resource strategies aligned with business growth.
• Skilled in managing organisational change and driving adoption of new operating models and processes.

CORE COMPETENCIES

• Operational Excellence
• Stakeholder Management
• Strategic Thinking
• Leadership
• Customer Focus

EDUCATION & QUALIFICATIONS

• Educational Background Bachelor's degree in Business Administration Operations Management Information Technology or a related field.
• Master's degree in Business Administration (MBA) or a relevant field is a plus.
• Qualifications Professional certifications in ITIL Lean Six Sigma or similar service management frameworks are highly desirable.
• Leadership and people management qualifications or certifications.
• Certification in project management (e.g. PMP Prince2) is beneficial.

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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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.

Salary / Compensation Note

Hidden (-999)

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.