Manager Service Operations

SITA Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 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 our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. ABOUT THE ROLE & TEAM

Manages service operations, ensuring coordination across functions and continuous improvement of operational processes. Leads and develops employees by driving performance, fostering growth, resolving conflicts, and aligning team efforts with organizational goals, while ensuring compliance and effective communication. Key Responsibilities

Oversee the day-to-day service operations to ensure smooth functioning across all teams. Lead the development and implementation of service management processes to improve efficiency. Ensure relevant services meet established SLAs and performance targets. Collaborate with cross-functional teams to resolve operational issues and improve service quality. Conduct regular performance reviews of the team and generate reports to track service operations metrics. Manage and optimize resource allocation across service teams to ensure high availability. Lead initiatives to identify and implement continuous improvement opportunities in service processes. Ensure compliance with regulatory and operational policies across service operations. Coordinate with change management, incident management, and problem management teams to ensure seamless service delivery. Act as the escalation point for major service-related issues and ensure timely resolution. Work closely with MI managers for MI and critical P1, and participate in crisis calls when needed to bring speedy resolution / remove roadblocks and get problem triggered for improvement where needed. Work in close with different center management team to ensure effective handover between the team. People Management

Provide direction and leadership to the team, aligning their efforts with organizational goals and fostering a positive, motivating work environment. Monitor, assess, and provide feedback on individual and team performance, supporting professional development and addressing conflicts constructively. Guide team members through coaching, mentoring, and clear communication to enhance their skills, align objectives, and ensure efficiency. Act as a role model of organizational values, ethics, and policies, supporting change initiatives and promoting workplace culture in line with company strategy. ABOUT YOUR SKILLS

8 to 10 + years of Extensive experience in service operations, preferably in a leadership or managerial role. Proven track record of managing day-to-day service operations, improving service delivery, and ensuring SLAs are met. Experience in managing and developing teams, including performance management, coaching, and mentoring. Strong background in cross-functional collaboration, resolving operational issues, and leading continuous improvement initiatives. Experience working with change management, incident management, and problem management processes. Demonstrated ability to track and analyze service metrics, performance reviews, and operational reports. Knowledge of resource allocation, workforce capacity management, and ensuring high availability of services. Experience working with compliance and regulatory requirements in operational settings. Education and Professional Qualifications

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. 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. Certification in Network and Network or cloud knowledge is must. RHEL and / or VMware Certification a must. 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. 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’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24 / 7, 365 days / year. 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.

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