About This Role

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.

ABOUT THE ROLE & TEAM

As a Senior Incident Manager, lead the Digital Customer Operations Incident Management function to ensure the consistent handling of all incident priorities and backlogs, effective communication, and continuous improvement in service restoration performance and customer satisfaction.

As a Senior Incident Manager, you will also play a critical role in driving transformation and innovation within the Incident Management function. To successfully support the wider vision, the role requires strong capabilities in Self & Business Leadership, Continuous Improvement, and Digitalization.

WHAT YOU’LL DO

Oversee the end-to-end Incident Management lifecycle for all priorities across global operations.

Lead and develop the Incident Management team, ensuring consistent delivery and process compliance.

Monitor global incident queues, track SLA performance, and identify risks or bottlenecks impacting restoration times.

Coordinate communication and escalation across resolver teams, Customer Support Team Leaders (Regional Liaisons), and key stakeholders.

Chair regular incident governance meetings, reviewing metrics such as MTTA, MTTR, SLA, backlog, and communication quality.

Conduct trend analysis to identify areas for process improvement, automation, and training needs.

Ensure all incidents are properly documented, linked to related Problems or Changes, and closed with accurate resolution details.

Represent the function in customer or internal service reviews, sharing insights and improvement outcomes.

Collaborate with Quality & Performance, Problem, and Change Management to align metrics, lessons learned, and service improvements.

Act as Major Incident Manager during high-severity events, lead technical and functional teams to restore service, ensure executive stakeholder communication, and produce all post-incident documentation (PIR, PMIR, and RCA).

Qualifications

ABOUT YOUR SKILLS

Demonstrated ability to Self & Business Leadership & Continuous Improvement & Digitalization

Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Business Information Systems, or a related field (or equivalent professional experience).

Major Incident Management (expert level), including command, coordination, escalation, and stakeholder communication.

Stakeholder & Customer Management, with the ability to engage confidently with senior customers, executives, and operational leaders.

Clear and authoritative communication, including crisis communications, executive briefings, and customer updates.

Influence, negotiation, and decision facilitation in high-pressure, cross-functional environments.

Problem-solving and analytical thinking, with strong focus on service restoration and continuous improvement.

Change and risk awareness, ensuring incident resolution aligns with change, release, and stability controls.

Collaboration and leadership, working effectively across Customer Support, Technical Support, Engineering, SRE, Problem, and Change teams.

IT Service Management (ITSM) practices, including Incident, Service Request, and Event Management.

Professional certifications:

ITIL® 4 Foundation or higher (strongly preferred – mandatory for ITSM practice alignment)

PRINCE2® Foundation or PMP® (strongly preferred – supports structured coordination and stakeholder management)

COBIT® Foundation (preferred – strengthens governance, risk, and control alignment)

ISO/IEC 20000 Foundation (preferred – supports ITSM compliance and audit readiness)

Technical certifications (e.g., CCNA, CCNP, cloud fundamentals) (nice to have – enhances technical understanding in complex environments)

PROFESSION COMPETENCIES

Crisis leadership and decision-making in high-pressure, time-critical environments.

End-to-end service ownership, with strong accountability for service restoration and stability.

Customer-centric mindset, ensuring impact, communication, and outcomes remain business-focused.

Operational governance and discipline, enforcing processes, standards, and compliance.

Analytical thinking and continuous improvement, using incident data and trends to drive measurable improvements.

CORE COMPETENCIES

Leadership and accountability

Clear and structured communication

Influence without authority

Resilience and composure under pressure

Collaboration across functions and geographies

Execution focus and results orientation

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. Find out what it's like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

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.

Salary / Compensation Note

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About This Role