Overview

WELCOME TO SITA

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 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

Purpose

Senior Manager Service Operations (PSO Borders) provides leadership and governance for regional or product-based service operations teams, ensuring the delivery of secure, reliable and customer-focused Border solutions. The role is accountable for operational performance, incident and problem management, service lifecycle management, stakeholder engagement and continuous improvement, while driving standardisation, service quality and operational excellence across the Borders portfolio.

Key Responsibilities

Service Operations Leadership

- Manage day-to-day service operations activities 24/7 for service critical systems.
- Ensure service levels and operational commitments are achieved.
- Lead incident management, major incident response and operational recovery activities.
- Monitor service health and operational performance.

People Leadership





- Lead geographically dispersed service operations teams.
- Develop operational capability and promote a culture of accountability and continuous improvement.

Customer & Stakeholder Management

- Engage with customers, Business Units, Portfolio teams, T&E; and SGS leadership.
- Ensure operational objectives remain aligned with customer and business requirements.

Service Lifecycle Management

- Support services from transition through operational life and retirement.
- Work closely with Service Transition, SRE and Service Support Architecture teams to ensure successful onboarding and stable operation of services.

Continuous Improvement

- Drive automation, standardisation, reliability improvements and operational efficiency initiatives.
- Lead service improvement plans and address operational risks.

Success Measures

- Service availability and reliability
- SLA/SLO achievement
- Incident reduction and MTTR improvement
- Customer satisfaction
- Operational efficiency
- Successful service transitions
- Continuous improvement and standardisation outcomes

Qualifications

Experience

- 10+ years’ extensive experience in service operations, preferably with significant leadership or managerial responsibility.
- Proven track record of managing day-to-day service operations,



improving service delivery and ensuring service level agreements are consistently achieved.
- Demonstrated experience leading, managing and developing teams, including performance management, coaching, mentoring and capability development.
- Strong background in cross-functional collaboration, resolving complex operational issues and leading continuous improvement initiatives.
- Practical experience with change management, incident management and problem management processes in complex operational environments.
- Demonstrated ability to analyse service metrics, conduct performance reviews and produce clear operational reports for senior stakeholders.
- Experience in resource allocation, workforce and capacity management, and maintaining high availability of business-critical services.
- Experience operating within compliance and regulatory frameworks, preferably in government, aviation, border management or another highly regulated workplace.

Knowledge & Skills

- Strong knowledge of IT Service Management (ITSM) principles and frameworks, including ITIL Incident, Problem, Change, Availability and Service Level Management.
- Solid understanding of service operations, production support and managed services environments, including 24x7 operational models.
- Knowledge of service reliability, operational resilience, disaster recovery, business continuity and major incident management practices.
- Understanding of service transition, operational readiness and supportability requirements for new products and services.
- Knowledge of service performance management, monitoring tools, operational dashbo

📌 Senior Manager, Service Operations (Sydney)
🏢 SITA
📍 Sydney