SITA – Technical Customer Success Manager – Hong Kong

March 3, 2023
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Job Description


 At SITA we believe in putting the customer at the center of everything we do.

One of the primary objectives of this role is to make SITA customers successful by partnering and advocating with them (up to the Director level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.

As a Technical Customer Success Manager, your goal is to strengthen customer relationships and improve customer satisfaction by providing distinctive service and product assistance. You will Proactively drive service improvements that have a positive impact on customers’ operational KPI. You will proactively find up-selling opportunities during the contract lifecycle.

What you will do
•    Be a trusted supplier representative at the customer’s IT Management Level by providing proactive operational innovative advice.
•    Serve as the voice of the customer within SITA promptly recognizing and capturing prevalent issues and pursuing upstream solutions.
•    Act as the operational point of contact for Customers Users Service Providers and line Management.
•    Lead Operation Service Performance Review or any other service-related customer meeting in line with contractual obligations and SGS standards.
•    Own End-to-End Operational Escalation management and act as the voice of customers within SITA at the Management Level
•    Deliver all contractual obligations and review Service Level Agreements (SLAs) so that contracted/agreed service levels are met for the assigned customer.
•    Hold regular service reviews with service providers where required to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.
•    Comply with SGS Service Management standards ITIL processes and practices as defined in the Customer Governance.
•    Commercial responsibilities for assigned customers will include Cost control & Cost input along with reviewing monthly CSM revenue and ensuring that all CSM-related services are correctly billed.


 Who you are
•    Bachelor’s degree in IT Telecom or Business or equivalent
•    Overall 7+ years of experience at a senior level with 3 years of customer-facing experience delivering IT / Data and Voice related services to internal or external customers
•    Experience in leading discussions with customers at the mid-management level
•    2 years or more experience in Airline/Air Transport industry preferred
•    Experience working in a matrix management environment is desirable ideally multi-cultural
•    Experience in continuous service improvement methods is desirable
•    Certificate of ITIL v4 Foundation is desirable
• Hands-on experience in Data Network troubleshooting, Valid certificate CCNA, CCNP, or CCIE, and Voice product knowledge would be an advantage.

What we offer 
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we’re always pushing ourselves to find better ways of doing things: smarter, quicker, and easier, for us and our customers and for their customers too.

And we offer all the good stuff you’d expect like holidays, bonuses, flexible benefits, medical policy, pension plan, and access to world-class learning.

Welcome to SITA 
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

We design, build and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?

For your security, during a SITA hiring process:
•    never respond to an email asking for a payment, your credit card number, or a copy of your bank details;
•    always check the sender’s address before opening the message. For SITA, the address must be equal to “”. Otherwise, it is a fraudulent message;
•    all open positions are published on SITA official website and we encourage candidates to apply through it directly.