Service Designer

23 hours 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 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
  • Act as the point of contact for SITA's Operation in providing bid support to all Product and Services Solution, Line opportunities ranging from standard to large and complex bids across regional geographies.
  • Design and cost the operational support solution for standard, customized, non-standard, complex, and outsourced projects in the area of Customer Service and Operations.
  • Represent the Operational functions actively in the bid process, assisting with customer-facing communications, discussion, presentation, and negotiation when required.
  • Work in coordination with the bid manager to define the Service / Service Management.
  • Provide insights and recommendations regarding customers' networks and their optimization, and perform the role of operations specialist during the shift to monitor SLA/ OLA and ensure all measures are taken to avoid breaches.
  • Provide appropriate variations to the standard texts in customer-facing proposals and contractual documents for the services defined and agreed upon in the operational solution.
  • Identify, define, and agree with the GEO and Global Operations representatives the operational services and the corresponding transition project activities that will be proposed in response to customers' requirements.
  • Work with the GEO and Global Operations teams to develop and define the operations model for each opportunity, ensuring that the cost model is in line with the proposed operations solution and that the operational risks and assumptions have been defined, updated, and mitigated accordingly.
  • Work with Products, Solutions, GEO Operations, Service Contract Managers, and Purchasing to develop and issue RFPs to service partners (following the appropriate engagement processes) and to select and negotiate appropriate contracts and service levels with these Service Partners.
  • Interface with Operational Teams to ensure that the "Operations Model" and its component parts have been reflected in the operations solution (cost, resources, process & tools' requirements).
  • Study and qualify customer and product management requests for operational services.
  • Define the optimal cost and integrated operations solutions meeting customer and product requirements.
Requirements
  • Degree or equivalent experience in Engineering and Computer Technologies is a must.
  • Technical knowledge and background (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, delivering high levels of customer satisfaction.
  • 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 are required.
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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