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Expert Service Improvement 4 views

SITA is embarking on a strategic transformation to protect and grow our IT Service Management revenue across all the solution lines by creating a lean methodology and delivering a higher level of customer engagement throughout a high skilled workforce.

This role will be supporting the service management transformation

across a multinational organization and driving it towards new operating model & delivering long-term success.

As part of a team you will be accountable in documenting, centralizing, optimizing, improving and automating processes and way of working across a multinational organization and leveraging best practices methodologies, tools and service improvement programs to meet SITA s Service Management transformation objectives to improve service quality, processes, improve internal and customer satisfaction. As well implementing and digitize the Cx Dashboard, SLA Dashboard across the organization.

The ideal candidate will have a strong service management background, a proven experience leading Service Improvement projects in analyzing processes and occurrences and implement solutions to ensure service management runs as optimal as possible across the organization.

Education & Professional Qualifications

University degree

ITIL v3 Certificate (

Six Sigma Certification (Black belt is a strong plus point)

Data Analytics and Reporting is a strong plus point

LEAN certification is a strong plus point

Formal project management training an asset

CMM Certification an asset

ISO Certification an asset
,
Experience

Airport, airline or transport industry an asset

Quality improvement /control role or customer service role with

emphasis on service and quality improvement

IT industry with the implementation of processes as per

recognized industry standards

Setting up or applying industry standard quality frameworks such

as CMM, ISO, LEAN and Six Sigma is an asset

Key Responsibilities

Need to travel periodically i.e. to visit the pilot customer for document existing Service Management processes and tasks for all Customer Service Management (CSM) in structured way, leveraging ITIL v3 (documenting) ,

Driving standardization & getting all CSM processes ITIL v3 aligned (Standardisation)

Optimization of the Regional based activity to the Service Management CoE based in Delhi

Reduce of Number of Queries from the Regional Based CSM s and improve quality YoY (Quality improvements)

Build up a strong collaboration with the GEO CSM s (Customer Service)

Analyze problematic situations and occurrences and implement solutions (Quality loop)

Create a gearing dashboard for all the key processes, and drive YoY improvements (Process improvements)

Automate and Optimise Service Management Processes (automatisation)

Using 6 Sigma methodology drive process improvement and optimisation

Increase customer satisfaction (Customer satisfaction) how will that be measured

Communicate, provide training and document new optimized process

Define & Accomplish measurable business process improvement

Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies as appropriate

Manage the delivery of key improvement projects according to pre-defined and agreed project plans and achieve agreed targets

Identify and promote opportunities to achieve continuous improvement in operational and process performance

Promote quality improvement methodologies such as Lean and Six Sigma to SITA process owners and other stakeholders by means of workshops / training sessions / presentations

Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis

Lead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues

Perform process compliance checks, as needed, with various process owners within SITA, agreeing on action plans

Ensure proper risk, change and quality management is performed at the program and project levels

Knowledge and Skills

Communication between different stakeholders

Project Management

Driving Service Management Processes improvements

Data Analytics, Reporting

Driving automatisation and digitalization

Analytical and problem-solving skills

Competent in Microsoft Office

Fluent verbal and written communication skills in English

Knowledge of a wide range of ICT technologies and services

that help to drive automatisation and digitalization

Job Profile 

Industry           :         IT – Software

Salary              :         Not Disclosed

Experience      :         2to3Yrs

Email               :         

Mobile  No      :         

Location          :          Delhi

Key Skills        :          it service management,customer service management, ,project management training,six sigma, ,air travel,group life, ,project plans,trend analysis, ,problem solving,service quality, ,customer service,microsoft office

SITA  Company Profile

SITA
SITA is a multinational information technology company providing IT and telecommunication services to the air transport industry. The company provides its services to around 400 members and 2,800 customers worldwide which it claims is about 90% of the worlds airline business.

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