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

ABOUT YOUR SKILLS

Education and Professional Qualifications

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.

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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