Senior Manager Business Operations - PFS

WELCOME TO SITA

ABOUT THE ROLE & TEAM

WHAT YOU’LL DO

In this role you will build and run the centralized processes required to deliver a modern and digitalized Professional Field Services function for SITA.

Key process will include:

• Managing the dispatch of Field Engineers to completed planned activity
• Monitoring performance of the Field Service engineers and working with the regional Field Service managers to address any performance concerns.
• Overall process ownership for spares management, assets tracking and recycling activities
• Supporting the GEO-Presales teams by creating the standard Field Service offerings
• Management and tracking of overall Field Service capacity, demand forecasting and
• H&S stewardship, ensuring our engineers are equipped to operate in a safe manner.

Leadership & Cultural Transformation

• Proactively drive cultural and operational changes aligned with SGS and SITA objectives, fostering a culture of continuous improvement and innovation.
• Lead strategic roadmaps to align business goals with transformation initiatives.

Operational Excellence & Standardization

• Drive product standardization across GEO sales and centralized functions to ensure consistency and alignment with customer success objectives.
• Identify and integrate new technologies to improve efficiency, competitiveness, and service quality in CSO and PFS operations.
• Implement operational improvements, best practices, and change management strategies to enhance team efficiency and standardization.

Strategic Resource Planning

• Develop and maintain capacity and demand models to align resources with internal and external needs, ensuring efficiency and scalability.
• Oversee transformation project budgets, identifying opportunities for cost optimization and value maximization.

Financial Oversight & Reporting

• Deliver proactive financial counsel and overall financial management for GEO Organizations (PFS).
• Automate and provide regular management reports to senior leadership, ensuring transparency on transformation progress and operational performance.
• Track KPIs to measure productivity, identify optimization opportunities, and align teams with customer success goals.

Cross-Functional Collaboration & Stakeholder Engagement

• Build and maintain cross-functional relationships with GEOs and stakeholders to deliver customer value and continuous service improvement.
• Support related bids by providing strategic input and aligning with transformation initiatives.

Training & Knowledge Enhancement

• Develop and implement training programs to boost skills and knowledge within central teams.
• Ensure centralized functions maintain up-to-date knowledge of SITA products and services to effectively manage internal and external customer relationships.

ABOUT YOUR SKILLS

• Bachelor’s degree in business administration, Operations Management, or a related field (required).
• Master’s degree (MBA or similar) is a plus.
• 8- 10+ years in operations management, transformation leadership, or strategic planning roles.
• Proven experience leading cultural and operational transformations in global organizations.
• Expertise in financial management, process standardization, and resource optimization.

• Data Analytics
• Knowledge of Products / Services
• ServiceNow Administration
• Field Service Management Tools
• Customer Relationship Management Tools
• Automation & AI

• Leadership & Talent Development
• Strategic Planning
• Problem Solving
• Communication
• Change Management
• Influence & Negotiation
• Stakeholder Management
• Performance Measurement
• Innovation
• ITIL
Financial Management

Please Note that Extensive Travelling will be required in this position – up to 50%.

WHAT WE OFFER

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  Flex Day: Make your workday suit your life and plans.