Service DesignerPresales Manager
Posted on :
26-02-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Req ID : 2560302
-
About the job
Overview
WELCOME TO SITA
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
As a Presales Service Manager your primary responsibility is to design and cost the operational support solution for standard, customized, non-standard, complex and outsourced projects in the area of Customer Service and Operations: e.g. Service Desk, Service Operations, Service Management and in general for the Service Model associated to the Core Product/Service features and functionalities.
Reporting to the Senior Commercial Manager, you will be a part of the Global Operations team responsible for representing the Operational functions actively in the bid process assisting with customer-facing communications, discussion, presentation, and negotiation when required.
Please note that the Job title on SITA contract for this role will be Service Designer as aligned with our internal career framework.
What You Will Do
- 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 the regional geographies and supporting SGS GEO transformation projects & service improvements plans
- Design and cost the operational support solution for standard, customized, non-standard, complex, and outsourced projects in the area of Customer Service and Operations: e.g. Service Desk, Service Operations, Service Management, and in general for the Service Model associated with the Core Product/Service features and functionalities.
- 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.
- Lead Service improvement initiatives that deliver and contribute to the Corporate, Business, and Functional objectives of the team.
- Qualifications
EXPERIENCE:
- 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.
- Nice-to-have
- Product Management experience an advantage
- ITIL Foundation Certificate (Minimum, Intermediate or Expert Level is preferred)
- 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:
🏡 Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).
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.
🌿 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. - 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.
Employment Type
Full Time
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
