Service Designer

3 weeks ago

Amman, Amman, Jordan SITA Full time
About the Job

SITA is a leading specialist in air transport communications and information technology, connecting the global aviation industry with decades of experience and expertise. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers worldwide.

About the Role

We are seeking a skilled Presales Service Manager to design and cost operational support solutions for standard, customized, non-standard, complex, and outsourced projects in the area of Customer Service and Operations. The successful candidate will be responsible for representing the Operational functions actively in the bid process, assisting with customer-facing communications, discussion, presentation, and negotiation when required.

Key Responsibilities
  • Design and cost operational support solutions for various projects, including standard, customized, non-standard, complex, and outsourced initiatives.
  • Represent the Operational functions in the bid process, ensuring effective customer-facing communications, discussions, presentations, and negotiations.
  • Work closely with the bid manager to define the Service/Service Management.
  • Provide insights and recommendations regarding customers' networks and their optimization, ensuring SLA/OLA compliance and minimizing breaches.
  • Develop and issue RFPs to service partners, select and negotiate contracts and service levels, and interface with Operational Teams to ensure the Operations Model is reflected in the operations solution.
  • Study and qualify customer and product management requests for operational services, defining optimal cost and integrated operations solutions meeting customer and product requirements.
  • Lead Service improvement initiatives that deliver and contribute to the Corporate, Business, and Functional objectives of the team.
Requirements
  • Degree or equivalent experience in Engineering and Computer Technologies.
  • Technical knowledge and background in Information Technology (IT) and Service Management.
  • 5 years of experience in Customer Service, preferably in a global organization and Service Provider environment, providing bid support/pre-sales role supporting either internal or external customers in service design on multi-faceted projects.
  • 5 years of experience in IT Services business.
  • Experience in managing complex projects or processes with a large focus on IT Operations and Service Management capabilities.
  • Project management experience.
  • Budgetary experience, particularly geared around managing the cost of operations.
  • Basic Business Finance understanding.
  • Experience of working at senior levels within the IT services provider or in the IT division of a major organization.
  • Knowledge of internal and external service providers organizations and their respective interfaces for customer service.
  • Excellent problem-solving skills.
  • Excellent at organizing and multitasking.
  • Strong Customer Support and interpersonal skills.
What We Offer

SITA's workplace is all about diversity, with many different countries and cultures represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

  • Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).
  • Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.
  • Professional Development: Unleash your potential with our training offers via Coursera.
  • 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.

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