Service Solution Designer

Location

Barcelona | Spain

Job description

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 Service Solution Designer, you will act as the point of contact for SITA's Operation in providing bid support to all Products and Services Solution Lines opportunities ranging from standard to large and complex bids across the regional geographies. Also support the design, costing and documentation for customer propositions and amended programs from supplied specifications in accordance with agreed standards.

You will be responsible to ensure the agreed operations model is reflected in the operations solution.

 

  WHAT YOU WILL DO:

• Represent SITA operational functions actively in the bid management process assisting with customer-facing communications when required.
• Study and qualify Customer requests for operational services (e.g. RFP requirements).
• Design and cost the operational solution for standard, non-standard, and complex opportunities in the area of Customer Service and Operations i.e. Service Desk, Service Operations, Service Management, etc.
• Work with different teams to ensure that the cost model is in line with the proposed operational solution and that the operational assumptions and risks (e.g. exposure to SLA requirements) have been identified, updated, and mitigated accordingly.
• Provide appropriate variations to the standard texts in customer-facing proposals and contractual documents for the services defined and agreed in the operational solution. These will include service options, service levels, and any variations in services required to meet the needs of the customer and/or specific to any country or location.
• When required, support the definition and issue of RFPs to Service Partners (following the appropriate engagement processes), and select and negotiate appropriate contracts and service levels with these Service Partners.
• Document the operational solution to ensure that it is Service Transitioned as per the designed operational solution and the agreement reached with SITA operational functions.
• Lead Service improvement initiatives that deliver and contribute to the Corporate Business and Functional objectives of the team.

EXPERIENCE:

 

• Working experience in a service solution design/architecture role supporting either internal or external customers in service design.
• Experience in Customer Service Management preferably in a global IT organization and service provider environment delivering high levels of customer satisfaction.
• Very good knowledge of ITIL Service Management processes and best practices.
• Knowledge of a wide range of technologies and services including Networks, Infrastructure, End User Computing, Server technologies, Applications etc.
• Very good practical knowledge of Microsoft Office products (Word, Excel, Powerpoint)
• Strong team player.
• Ability to analyze and respond to customer business and technical requirements.

 

NICE-TO-HAVE:

• Experience of working in the airport / airline industry.
• Experience of working in multinational and multicultural work environments.

 

 

 

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:

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

⌚ Flex-day: 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.

🌎 Flex-location: Benefit for 26 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.

Job tags

Salary