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Team Lead Service Operations
SITA – IT Network Telecommunication Incident Manager / Coordinator
Overview
At SITA, we keep airports moving, airlines flying smoothly, and borders open. We power the global air travel industry with cutting-edge technology and innovative communication solutions. Found in 95% of international airports, we collaborate with over 2,500 transportation and government clients, delivering tailored solutions and advanced technologies to ensure seamless operations. Recognized as a Great Place to Work® by 79% of employees in most of our growing locations, we empower a supportive, collaborative, and inspired team.
Are you ready to love your job? Join SITA and start your adventure today.
About The Role
SITA’s success hinges on delivering high-quality technical Service Operations to customers, ensuring business growth and competitive strength. As an IT Network Telecommunication Incident Manager / Coordinator, based at Heathrow Airport (one of the world’s busiest), you’ll operate, maintain, and troubleshoot network and telecommunication systems for SITA’s global customer base.
Key responsibilities include:
- Managing major incidents and coordinating technical responses.
- Serving as the primary contact on technical bridges during high-stakes incidents.
- Ensuring rapid resolution through effective escalation within agreed SLA targets.
- Leading a Service Operations team, including direct line management for a Smart Hands Engineer.
- Driving continuous improvement and process enhancements to enhance team efficiency and performance.
What Will You Do
Major Incident Management
- Lead technical responses during major incidents; coordinate resources efficiently.
- Act as the primary liaison on bridges, providing real-time updates to stakeholders.
- Drive root cause analysis while ensuring alignment with SLA commitments.
- Accelerate service restoration via escalation to resolver teams.
Incident Management
- Control incident workflow in ServiceNow, assess, and coordinate resolutions.
- Monitor SLA compliance and progress, advising remedial action if needed.
- Conduct breach reviews and assist in mitigation strategies.
Team Leadership
- Manage and support a team of Smart Hands Engineers (technical support staff).
- Hold direct line management for one Smart Hands Engineer, including:
- Training and development planning.
- Conducting performance reviews.
- Foster cross-functional collaboration between on-site and global teams.
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Continuous Improvement
- Identify incident trends and propose proactive optimisations.
- Contribute to post-incident reviews and process refinements.
Communication & Knowledge Management
- Deliver clear, concise communications to both technical and non-technical stakeholders.
- Produce incident reports and maintain stakeholder trust.
- Ensure all documentation is accurate, up-to-date, and free of knowledge gaps.
Qualifications
Who You Are
- 3–5 years’ experience in network, telecommunications, or systems support.
- Strong customer-facing track record, delivering services on agreed SLAs.
- Demonstrated leadership capability in managing or influencing teams (preferable in matrix structures).
- Desirable but not mandatory: Experience in aviation, airport operations, or transport.
- Ability to drive incident resolution within operational standards for relevant technologies.
Must-Have
- Proficiency in ITSM & NMS tools, notably ServiceNow and SMARTS.
- Deep understanding of SLA management, escalation processes, and incident workflows.
- Proven incident management experience in IT/network/telecom environments.
- Exceptional communication skills—ability to interface effectively with global teams and customers.
- Experience leading and managing subordinates, with both technical expertise and soft skills.
- Strong time management, organisation, and multitasking capabilities.
- Technical breadth across:
- Cisco, OTN, Aruba, Palo Alto, Wireless Networks, and Cisco IP Telephony (IPT).
- Compliance requirements:
- Can pass an aviation security check.
- Clear UK Government criminal background checks.
- Willingness to work a 24/7 on-call rotation, including nights, weekends, and public holidays. Also require flexibility to cover team absences and leave.
Nice to Have
- Business Analysis, Crisis Management, Resource Management experience.
- Knowledge of:
- Organisational Awareness (process-driven environments).
- Solution Productivity (SLA-based troubleshooting).
- Service Management Ecosystems (e.g., converged infrastructure).
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Education & Qualifications
- Diploma or equivalent certificate in:
- Computer Science.
- Electronics/Telecommunications Engineering.
- Vendor technology certifications (intermediate to advanced level) highly beneficial, e.g.,:
- CCNA or CCNP.
- ITIL Foundation v4 certification is advantageous.
What We Offer
At SITA, innovation and diversity fuel our success. With employees across 200 countries speaking 60 languages, we embrace inclusivity and offer a well-being-focused, comprehensive rewards package. Our flexible, supportive environment ensures work-life balance while prioritising professional growth.
Flexibility & Work-Life Balance
✔ Flex Week: Work from home up to 2 days/week (team-dependent). ✔ Flex Day: Tailor your working hours to fit personal commitments. ✔ Flex-Location: Enjoy 30 days annual remote work from anywhere in the world.
Employee Wellbeing
🚀 Employee Assistance Programme (EAP): 24/7 support for you and your dependents. 🌿 Champion Health: Personalised well-being platform to support physical and mental health needs.
Professional Development
📚 Access the most cutting-edge learning platforms, including:
- LinkedIn Learning.
- Microsoft Enterprise Skills Initiative.
- ACI Airport Council International programmes.
- Pluralsight for advanced technical training.
- Harvard Business Publishing (leadership programme).
- Stanford University (Executive Education).
SITA customises your Development Plan to align learning with business priorities. Your growth is our priority.
Competitive Benefits
- Globally recognised compensation and perks aligned with both local employment markets and career stage.
- Diverse career opportunities with global exposure.
- Equality, Diversity & Inclusion at the heart of our company policy; we actively promote women, aboriginal people, visible minorities, and persons with disabilities to apply for this role.
SITA is an Equal Opportunity Employer. We value diversity and encourage all eligible candidates to apply.
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