Senior Manager, Incident & Change Management

About the Company

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.

About the Role & Team

As Senior Manager, Incident & Change Management within Digital Customer Operations (DCO), you will lead a global team of Incident and Change Managers responsible for protecting service continuity, governing operational change, and restoring critical services with speed and control. You will combine advanced, hands-on ITIL expertise with strong operational leadership across network, infrastructure, data centre and application-support environments. The role is a senior escalation point for complex regional and global services, engaging executives, customers and technical leaders during high-impact incidents and major changes.

As per SITA Career Framework the title will be Senior Manager, Service Operations.

Key Responsibilities

Incident Management

• Lead and govern the end-to-end Incident Management process, ensuring the rapid restoration of critical services while minimizing business and customer impact
• Act as the senior escalation point for high-severity incidents, coordinating technical, operational, and business teams to drive timely resolution
• Lead crisis management activities during service disruptions, providing clear communication and regular updates to executives, customers, and key stakeholders
• Drive incident response governance, ensuring adherence to ITIL best practices, escalation procedures, and operational controls
• Monitor and improve incident management KPIs, including service availability, resolution times, service restoration metrics, and customer impact
• Lead post-incident reviews and root cause analysis to identify corrective actions and prevent recurrence
• Collaborate with Network, Infrastructure, Data Center, Application Support, and Service Operations teams to strengthen service resilience and operational stability
• Provide leadership during executive-level escalations, effectively managing communications with senior management and strategic customers
• Drive continuous improvement initiatives to enhance incident response effectiveness, operational performance, and customer experience

Change Management

• Lead and govern the end-to-end Change Management process, ensuring all infrastructure, network, application, and service changes are implemented in a controlled and risk-managed manner
• Establish and maintain Change Management policies, standards, and governance frameworks in alignment with ITIL best practices
• Chair Change Advisory Board (CAB) meetings, evaluating change risks, business impacts, dependencies, and implementation readiness
• Ensure changes are assessed, approved, tested, and deployed with minimal disruption to business operations and customer services
• Monitor change effectiveness through KPIs and reporting, including change success rates, failed changes, emergency changes, and change-related incidents
• Partner with operational, engineering, and business teams to balance service stability, operational resilience, and business agility
• Act as the senior escalation point for high-risk or business-critical changes, providing clear communication and decision-making support to senior stakeholders
• Drive continuous improvement initiatives to enhance change governance, reduce operational risk, and improve service reliability across complex enterprise environments
• Lead post-implementation reviews and ensure lessons learned are incorporated into future change planning and execution

Essential Requirements

• Advanced hands-on expertise in ITIL Service Management, with deep experience across Incident Management, Change Management, Problem Management, and Service Operations governance
• Extensive experience leading large-scale operational environments, ensuring service stability, resilience, and continuous operational excellence
• Strong leadership, influencing, and stakeholder management skills, with the ability to drive alignment and decision-making across cross-functional and geographically dispersed teams
• Proven capability in Major Incident and Crisis Management, including leading the response to critical service disruptions and coordinating recovery efforts within complex enterprise environments
• Demonstrated experience defining, monitoring, and improving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to drive operational performance and customer satisfaction
• Broad technical understanding of enterprise IT environments, including Network Operations, Infrastructure Services, Data Center Operations, and Application Support
• Experience acting as the senior escalation point for high-priority service issues, effectively managing communications and resolutions involving executive leadership, strategic customers, and business stakeholders
• Strong analytical and problem-solving capabilities, with the ability to assess operational risks, identify improvement opportunities, and drive sustainable service enhancements
• Proven track record of leading service management teams and fostering a culture of accountability, operational excellence, and continuous improvement
• Experience managing major incidents and enterprise change across large customer accounts, third-party suppliers and geographically distributed operations
• Approximately 20% travel required to support regional operations, strategic customers, and key service-management activities
• At least 10 years of experience in incident management, change management, escalation manager and crisis management, or a related discipline
• Bachelor's degree in IT, Engineering or a related field, or equivalent relevant professional experience

Benefits / What We Offer

• Flex Week: work from home up to 2 days/week (depending on team 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: Employee Assistance Program (EAP) 24/7, 365 days a year, plus the Champion Health wellbeing platform
• Professional Development: access to LinkedIn Learning, Microsoft's Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, Stanford and other learning platforms
• Competitive benefits aligned with local market and employment status