Customer Operations Lead Specialist

About SITA

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. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork.

About the Role

A Customer Operations Lead Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan. Being part of the customer facing account team, the role supports all aspects related to the performance of the support models towards delivering customer commitments, providing proactive analysis insights into customer operations, and ensuring customer satisfaction.

Responsibilities

• Own end-to-end service operations for Government sector customer
• Monitor and ensure delivery against SLA, performance, and availability targets
• Prepare and deliver monthly service reporting (SPRM, SLA, executive summaries)
• Lead customer governance forums and present operational updates, risks, and improvements
• Manage and coordinate major incidents, including customer communication and follow-up actions
• Drive continuous service improvement initiatives to enhance stability and performance
• Act as the primary operational contact for the customer, building strong working relationships
• Coordinate across internal and external teams to resolve issues and track actions to closure
• Maintain operational documentation, procedures, and contact points

Qualifications

• Experience in IT operations, service management, or customer operations roles
• Background in aviation or the travel industry
• Proven background managing enterprise or mission-critical systems
• Experience delivering SLA-based services and performance reporting
• Demonstrated ability to manage customer relationships and operational governance forums
• Hands-on experience in incident and problem management
• Experience coordinating across multiple technical teams and stakeholders
• Exposure to aviation, border systems, or government environments desirable
• Experience working in a customer-facing role within a structured service delivery environment

Skills

• Solid understanding of IT service management (ITIL), SLA delivery, and operational KPIs
• Experience managing high-availability systems and supporting incident/problem resolution
• Strong customer engagement and stakeholder management skills
• Ability to produce and present operational and executive-level reports
• Proven capability in incident coordination and crisis management
• Strong analytical and problem-solving skills with a data-driven approach
• Effective cross-team coordination and ability to drive actions to closure
• Excellent communication skills (written and verbal), with ability to translate technical issues for business audiences
• Experience maintaining operational documentation and processes

Education

• Degree in information technology, Computer Science, Engineering, or related discipline
• Relevant certifications in IT service management (e.g. ITIL) desirable
• Additional certifications in incident management, operations, or service delivery advantageous
• Demonstrated proficiency in English (written and verbal) and Thai Language Expert

Benefits

• Flex Week: Work from home up to 2 days/week (depending on your team's 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) for you and your dependents 24/7, 365 days/year. Champion Health - a personalized platform that supports a range of wellbeing needs
• Professional Development: Access to world-class platforms including LinkedIn Learning, Microsoft's Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and more
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status