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WELCOME TO SITA
Were the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the worlds air travel industry.
Youll find us at 95 of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
The Service Designer is responsible for designing, costing, and proposing end-to-end service solutions for aviation customers (airlines, airports, ground handlers). The role bridges business needs, technical architecture, and operational delivery models. To work closely with GEO Leaders, Pre-Sales (L1/L2/L3) and Customers to build scalable, SLA-driven service solutions.
What will you do
Develop detailed service blueprints that map out all stages of the service process, from customer interaction to back-end processes.
Conduct research to understand customer needs, behaviors, and pain points,
Create customer journey maps to visualize the end-to-end service experience and identify opportunities for improvement.
Work closely with stakeholders, including field engineers, managers, and customers, to ensure service design aligns with business objectives and user needs.
Identify inefficiencies and bottlenecks in the current service processes and propose solutions to streamline operations.
Design and test service prototypes to validate new processes or improvements before full implementation.
Develop innovative service offerings that improve customer satisfaction and differentiate the organization from competitors.
Ensure that service designs are user-centered, improving the customer experience and satisfaction.
Align service design with operational capabilities and constraints to ensure feasibility and scalability of the proposed solutions.
Document new service processes and ensure they are standardized and scalable across multiple regions or teams.
Work with IT teams to incorporate technological solutions (e.g., mobile apps, IoT) into service design for improved efficiency and user experience.
Implement a feedback loop to gather insights from users and stakeholders to continuously refine and improve service design.
Support the development of training materials and programs for field engineers based on the redesigned services.
Define and track KPIs related to the success and effectiveness of newly designed services.
Qualifications
EXPERIENCE
- Experience of working in the Air Transport industry or IT industry
- Technical knowledge and background (Information Technology (IT) and Service Management)
- 5 years’ experience in IT Services industry, preferably in a global organization and Service Provider environment providing Bid support / Pre-sales role supporting either internal or external customers in service design on multi-faceted projects delivering high levels of customer satisfaction
- Demonstrated experience in working with large‑scale, complex RFPs and enterprise deals, including the ability to interpret client requirements, translate them into service design solutions, and collaborate with cross‑functional teams to craft compelling, customer‑centric proposals
- Experience in managing complex projects or processes with large focus on IT Operations and Service Management capabilities
- Budgetary experience particularly geared around managing the cost of operations.
- Basic Business Finance understanding
- Experience of working at senior levels within the IT services provider or in the IT division of a major organization
- Knowledge of internal and external service providers organizations and their respective interfaces for customer service
- Product Management experience an advantage.
KNOWLEDGE & SKILLS
- Domain Knowledge - Aviation IT Products (CUTE, CUPPS, SBD, Kiosks, etc)
- Technical Skills – Networking (SD-WAN, LAN/WAN Firewalls), Cloud Security and Servers & Virtualization, Monitoring tools
- Commercial and Analytical skills – Cost Modelling, Pricing, Demand Planning & Forecasting and Budget
- Pre-Sales – Proposal writing and storytelling, Customer Presentation, Ability to translate technical solutions into Business model
- Tools – Service Now, Monitoring tools (SolarWinds, Cisco tools) and MS Office
- Service Design
- Communication and Stakeholder Management
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
Bachelor’s degree in information technology and/or Business Administration or equivalent work experience- ITIL Foundation Certificate (Minimum Intermediate or Expert Level is preferred)
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 its 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: 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 spanet 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.
