Director Customer Service & Operations
SITA - Société Internationale de Télécommunications Barcelona
Experteer Overview
In this role you lead SITA For Aircraft’s global Service Operations to deliver world-class service, reliable performance, and customer value. You will drive a data-driven, automated service organization and oversee readiness for major launches and large transitions.You’ll champion continuous improvement and a customer-centric culture across regions. This is a strategic, impact-focused leadership role that supports greener, more sustainable aviation.
Compensaciones / Beneficios- Define and execute CS&O strategy and operating model aligned with business objectives
- Drive transformation toward a modern, data-driven, automated service organization
- Ensure operational readiness for major product launches and large-scale transitions
- Lead continuous improvement across global service domains (harmonization, standardization, optimization)
- Own end-to-end Service Operations and delivery performance
- Ensure excellence in Incident, Problem, Change, and Knowledge Management
- Implement KPIs, dashboards, governance, and performance reporting
- Optimize cost-to-serve via automation, tooling, and resource allocation
- Oversee Customer Experience Management and satisfaction improvement
- Foster a customer-centric culture and senior escalation point for critical incidents
- Align operational delivery with commercial/regional strategies to maximize retention
- Lead a global team across multiple regions and time zones
- Drive organizational design, talent development, succession planning, and capability building
- Ensure compliance with ISO standards and oversee continuity, security, and regulatory adherence
- Define and improve service delivery standards and SLAs; ensure alignment with roadmaps
- Build strong cross-functional partnerships and represent CS&O in leadership forums
- Own global CS&O budget and optimize cost structure through automation and planning
- 15+ years in a senior leadership role in Customer Service & Operations within IT and/or telecommunications
- Proven track record leading large-scale transformation and organizational design
- Experience managing mission-critical systems in aviation, telecom, network ops, or cloud
- Expertise in customer service strategy development and aligning service delivery with product strategy
- Strong operations management with end-to-end oversight, process optimization, KPI definition, SLA and monitoring
- Data-driven decision making with KPI frameworks; executive presence and change leadership
- Resilience and ability to operate under pressure
- Strong analytical skills and ability to translate strategy into scalable execution
- Flex Week: remote work up to 2 days/week
- Flex Day: flexible workday
- Flex Location: up to 30 days/year from any location
- Employee Wellbeing: EAP for employees and dependents
- Champion Health: wellbeing platform
- Professional Development: access to learning platforms and programs
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