Overview
WELCOME TO SITA FOR AIRCRAFT BUSINESS UNIT
SITA's Aircraft Business Unit makes flight operations, air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through:
1. Communication connecting aircraft and people around the world.
2. Data & Platform - Turning aircraft data into valuable insight for the entire industry.
3. Applications Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.
Ready to redefine air travel? The journey starts here, with you at SITA.
ABOUT THE ROLE & TEAM
The Director Customer Service & Operations (CS&O) leads the global Service Operations organization within SITA For Aircraft, ensuring worldclass operational service delivery, customer satisfaction, service continuity, and product performance.
Evolving in a highperforming culture at the intersection of telecommunications and air transport, the Director CS&O plays a pivotal role in enabling greener and more sustainable aviation through optimized flight and air traffic operations.
As a member of the SITA For Aircraft Leadership Team, this role drives operational excellence, organizational transformation, and global capability development. The Director partners closely with Product, Engineering & Technology, Project Management Office, Finance and Commercial, and regional teams to ensure service performance, customer value, and readiness for growth.
WHAT YOULL DO
Strategic & Operational Leadership
4. Define and execute the CS&O strategy and operating model aligned with SITA For Aircrafts business objectives.
5. Drive the transformation toward a modern, data-driven, automated service organization.
6. Ensure operational readiness for major product launches, new services, and large-scale customer transitions.
7. Lead continuous improvement across all global service domains, including harmonization, standardization, and process optimization.
Service Performance & Operational Excellence
8. Own end-to-end Service Operations and delivery performance
9. Ensure excellence in Incident, Problem, Change, and Knowledge Management.
10. Implement KPIs, dashboards, operational governance, and performance reporting.
11. Optimize cost-to-serve via automation, shift-left, tooling, and resource allocation.
Customer Experience & Relationship Management
12. Oversee Customer Experience Management, driving consistent service reviews, success plans, and satisfaction improvement.
13. Foster a customer-centric culture across the organization.
14. Act as senior escalation point for critical incidents or high priority customers.
15. Align operational delivery with commercial/regional strategies to maximize retention and value.
Organizational Development & People Leadership
16. Lead a global team across multiple regions and time zones (typical span: 160 across SFA locations, mostly Canada, Spain, Singapore and India).
17. Drive organizational design initiatives to support business growth and operational scale.
18. Build and nurture high-performing teams; lead talent development, succession planning, and capability building.
19. Identify and acquire critical skills required to support SFAs ambition.
20. Foster a culture of accountability, collaboration, and operational discipline.
Risk, Compliance & Security
21. Ensure compliance with ISO standards (e.g. ISO 27K).
22. Oversee business continuity planning, crisis response, security posture, and regulatory adherence.
23. Collaborate with CTO/EISO teams to maintain security and reliability of operational environments.
24. Implement robust cybersecurity practices and proactively manage operational risks.
Service Delivery & Operations Enablement:
25. Define, maintain, and improve service delivery standards and SLAs.
26. Identify areas for service enhancement and lead corresponding improvement initiatives.
27. Ensure alignment between Product/Engineering roadmaps and operational readiness.
28. Manage end-to-end operational processes ensuring quality, efficiency, and cost-effectiveness.
Cross-Functional Partnership
29. Build strong relationships with internal and external stakeholders, including cross-functional teams, clients, and partners, communicating technical concepts effectively and driving alignment to achieve business objectives.
30. Represent CS&O in leadership forums, transformation initiatives, and cross-company governance committees.
Financial Management
31. Own global CS&O budget, including workforce, operations, platforms, and tooling.
32. Optimize cost structure through location strategy, automation, and resource planning.
33. Deliver measurable cost efficiencies aligned with business case targets.
Qualifications
ABOUT YOUR SKILLS
34. 15+ years experience in a Senior leadership role in Customer Service & Operations within the IT and/or telecommunications industry with a proven track record of leading large-scale transformation, organizational design, and operational excellence initiatives.
35. Extensive experience leading and developing high-performing, international teams
36. Background managing mission critical systems in aviation, telecom, network ops, or cloud environments.
37. Demonstrated expertise in customer service strategy development and execution, aligning service delivery with product strategy while driving customer-centric culture and measurable improvements.
38. Strong background in operations management, including end-to-end oversight of operational functions, process optimization, cost control, KPI definition, SLA and monitoring
39. Strategic operator with ability to translate strategy into scalable execution.
40. Strong analytical, data-driven decision making; adept at using KPIs and performance frameworks.
41. Executive presence with capability to influence, communicate, and lead through change.
42. Demonstrated resilience and ability to operate under pressure.
Technical Skills
43. Strong understanding of ITIL v4 and service management best practices.
44. Knowledge of cloud operations, observability, monitoring, and reliability engineering.
45. Familiarity with aviation communication systems (datalinks, cockpit services, network services) is an asset.
46. Familiarity with airlines day of operations procedures and constraints is an asset.
Education
47. Bachelors degree in Business Administration, IT, Engineering, or related field.
48. Masters degree preferred.
49. Fluent in English.
WHAT WE OFFER
Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 teams 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: Weve 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.