- Manage the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to customers.
- Fulfill SITA's contractual obligations for service management in line with ITIL processes and practices
- Act as the customer advocate on operational and service management matters within SITA
- Lead the customer interaction on all service-related issues and orchestrate actions in SITA to ensure they are addressed speedily and effectively
- Provide ITIL-compliant service management to assigned customers
- Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
- Manage all customer requests for service promptly and professionally
- Comply with SGS Service Management standards ITIL processes and practices as defined in the Customer Governance including:
- Actively use the intranet CSM Knowledge Base to share key customer documents as required -Provide service reports to customers and line management
- Proactively seek improvements and innovations in the services delivered by SITA
- Seek feedback from the customer agree and own the customer(s) Continual Service Improvement Plans (CSIPs)
- Review the monthly CSM revenue and ensure that all CSM related services are correctly billed- Contribute to the growth of both SM and OOB revenue of additional services
- Support SGS territory management about SM revenue management during bid support
- This role may require you to work outside of office hours/ weekends, this happens rarely
- 3 years or more experience in a related role delivering IT services to internal or external customers
- 2 years or more management experience in a customer facing environment ideally working independently
- 2 years or more experience in Airline/Air Transport industry
- Experience working at Telecommunications sector with work related to network, field operations is good to have.
- Bachelor's degree in IT Telecom or Business or equivalent
- SITA Service Management Certification Level 2 (=ITIL Foundations)
- ITIL Service Management Certification
Senior IT Client Service Representative - Kuala Lumpur, Malaysia - SITA
Description
Overview
WELCOME TO SITA
is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.
Ready to redefine air travel? The journey starts here, with you at SITA.
ABOUT THE ROLE & TEAM:
WHAT YOU WILL DO:
EXPERIENCE:
NICE-TO-HAVE:
WHAT WE OFFER:
SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
Flex-week: Work from home up to 2 days/week (depending on your Team's needs).
Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
Flex-location: Benefit for 30 working days from anywhere around the world each year
Competitive benefits according to the local market
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
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