Service Operations Specialist

SITA Group; Australia; Hybrid; AUD 70,000 - 90,000; 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 results-oriented Operations/Service Delivery professional to support customer accounts and coordinate cross-team activities across our global network. The role emphasizes accuracy, timely updates, and effective communication with external clients.

The ideal candidate will bring 1–3 years of related experience, a strong eye for detail, and a willingness to learn in a dynamic, multi-language environment. Flexible work arrangements are available.

Qualifications

• Experience in operations, customer support, administration, or service delivery roles.
• Exposure to government, regulated environments, or contract-based services is advantageous.
• Early-career candidates with transferable experience encouraged to apply.

Responsibilities

• Support operational activities for assigned customer accounts.
• Track service requests and milestones using internal systems.
• Coordinate between internal teams to progress customer work.
• Maintain accurate records and customer data.
• Assist with invoicing and billing processes by confirming delivery status.
• Prepare basic reports, summaries and status updates.
• Respond to customer queries and information requests.
• Identify and escalate delivery risks, delays, or data issues.

Skills

Organisational skills

Attention to detail

Multi-tasking

Clear communication

MS Office proficiency

Education

Bachelor-level degree in business/IT or related field

Tools

Microsoft Office

Job description

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

To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities.n- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.

KEY RESPONSIBILITIES

• Support operational activities for assigned customer accounts
• Track service requests, delivery actions, and milestones using internal systems
• Assist with coordination between internal teams to progress customer work
• Maintain accurate records, trackers, and customer data
• Support invoicing and billing processes by confirming delivery status
• Prepare basic reports, summaries, and status updates
• Respond to customer queries and assist with information requests
• Identify and elevate delivery risks, delays, or data issues to senior team members
• Follow established processes and contribute to continuous improvement

EXPERIENCE

• 1–3 years’ experience in an operations, customer support, administration, or service delivery role
• Experience working with external customers is desirable
• Exposure to government, regulated environments, or contract‑based services is an advantage
• Early‑career candidates with relevant transferable experience are encouraged to apply

KNOWLEDGE & SKILLS

• Strong organisational and time‑management skills
• High attention to detail and accuracy
• Ability to manage multiple tasks and priorities
• Clear written and verbal communication skills
• Confidence using Microsoft Office (Excel, Word, Outlook, Teams)
• Willingness to learn new systems and processes
• Understanding of service delivery or operational workflows (desirable)

PROFESSION COMPETENCIES

• Customer‑focused and service‑oriented approach
• Reliable, proactive, and accountable
• Ability to work well in a team environment
• Comfortable following processes and guidelines
• Willingness to ask questions and learn
• Professional judgement to know when to elevate issues

CORE COMPETENCIES

• Tertiary qualification in business, operations, IT, or a related field (desirable)
• Relevant vocational qualifications or equivalent experience will also be considered

EDUCATION & QUALIFICATIONS

• Tertiary qualification in business, operations, IT, or a related field (desirable)
• Relevant vocational qualifications or equivalent experience will also be considered

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.