Team Leader Digital Customer Operations - German Speaker

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 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

• Leads and develops employees by driving performance, fostering growth, resolving conflicts, and aligning team efforts with organizational goals while ensuring compliance and effective communication.
• Guides team members to achieve operational objectives, ensuring team coordination and effective execution of tasks in alignment with organizational goals
• Defines training requirements for the team and ensures continuous upskilling to meet evolving business needs.
• Ensures team and service performance is measured against defined KPIs, driving accountability and continuous improvement.
• Play a key role in delivering results through leadership clear communication and efficient resource management.
• Coordinates and oversees the resolution of critical incidents ensuring minimal business impact and swift restoration of services through structured processes and effective communication (and triggers crisis management process).
• Manages change requests and ensures there is consistent changes across all portfolios owns the change control board.
• Provides leadership in reporting operational performance and aligning outcomes with business and customer expectations.

KEY RESPONSIBILITIES

• Provide direction and leadership to the team, aligning their efforts with organizational goals.
• Monitor, assess, and provide feedback on individual and team performance, ensuring KPIs, SLAs, and objectives are achieved.
• Develop and track team and service-level KPIs, ensuring results are regularly reported to management and stakeholders.
• Identify and foster growth opportunities for team members, supporting their professional development.
• Foster a positive work environment by engaging and motivating the team, to support people growth and development.
• Address and resolve conflicts within the team in a fair and constructive manner.
• Collaborate with team members to set clear, achievable objectives and track progress.
• Guide team members through coaching and mentoring to enhance their skills and capabilities.
• Participate in the hiring process, ensuring the right talent is brought into the team.
• Anticipate team resource needs and plan for current and future capacity requirements.
• Assign tasks appropriately based on individual strengths and workloads to ensure efficiency.
• Provide timely and constructive feedback and recognize contributions and achievements, including developing Performance Improvement Plans.
• Act as a role model of SITA values and adherence to organizational policies, ethics, and relevant regulations (i.e., timesheets properly tracked for P&L effect, and vacation planning)
• Lead and support the team through change, providing guidance and minimizing disruptions.
• Make informed decisions that balance team needs, business objectives, and available resources.
• Ensure clear, transparent communication between the team and other stakeholders, promoting collaboration and alignment.
• Develop and implement action plans annually, according to the results of annual surveys (including the annual staff survey), ensuring clear communication of the actions and status.
• Lead the coordination and management of critical incidents from identification through to resolution ensuring timely restoration of affected services.
• Drive operational governance by preparing performance reports, dashboards, and insights to leadership.

Qualifications

EXPERIENCE

• Minimum 5 years relevant travel industry experience preferably in the in airline industry systems application support or delivery.
• At least 2 years of experience as a Senior Analyst or similar role demonstrating leadership problem-solving and incident management skills.

KNOWLEDGE & SKILLS

• Functional Skills: Desktop Support, Network, and Application Support
• Customer Success Excellence
• Communication
• Influence and Negotiation
• Strategic Planning
• Problem Solving
• Customer Relationship Management
• Incident Management
• Service Request Management
• Event Management
• ITSM Ticketing
• Technical Skills: ITiL Knowledge or certificate, Microsoft certificates preferably.
• German language mandatory

EDUCATION & QUALIFICATIONS

• Bachelors/University degree in related field or equivalent work experience required.
• ITIL Foundation Certification as minimum.
• German language mandatory

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: Level up your skills with our training platforms, including LinkedIn Learning!

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.