Senior Manager, Incident & Change Management (ITIL Expertise + Experience in Network, Infra, Data Centre & Application-Support is a Must)

Overview WELCOME TO 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. We don’t just move the world forward-we’re proud to be recognized as a Great Place to Work ® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

About The Role & Team As Senior Manager, Incident & Change Management within Digital Customer Operations (DCO), you will lead a global team of Incident and Change Managers responsible for protecting service continuity, governing operational change, and restoring critical services with speed and control. You will combine advanced, hands-on ITIL expertise with strong operational leadership across network, infrastructure, data centre and application-support environments. The role is a senior escalation point for complex regional and global services, engaging executives, customers and technical leaders during high-impact incidents and major changes. You will drive continuous improvement and digitalization, strengthen customer outcomes, and build a high-performing team aligned with DCO priorities.

• As per SITA Career Framework the title will be Senior Manager, Service Operations

What You’ll Do Incident Management

• Lead and govern the end-to-end Incident Management process, ensuring the rapid restoration of critical services while minimizing business and customer impact.
• Act as the senior escalation point for high-severity incidents, coordinating technical, operational, and business teams to drive timely resolution.
• Lead crisis management activities during service disruptions, providing clear communication and regular updates to executives, customers, and key stakeholders.
• Drive incident response governance, ensuring adherence to ITIL best practices, escalation procedures, and operational controls.
• Monitor and improve incident management KPIs, including service availability, resolution times, service restoration metrics, and customer impact.
• Lead post-incident reviews and root cause analysis to identify corrective actions and prevent recurrence.
• Collaborate with Network, Infrastructure, Data Center, Application Support, and Service Operations teams to strengthen service resilience and operational stability.
• Provide leadership during executive-level escalations, effectively managing communications with senior management and strategic customers.
• Drive continuous improvement initiatives to enhance incident response effectiveness, operational performance, and customer experience.

Change Management

• Lead and govern the end-to-end Change Management process, ensuring all infrastructure, network, application, and service changes are implemented in a controlled and risk-managed manner.
• Establish and maintain Change Management policies, standards, and governance frameworks in alignment with ITIL best practices.
• Chair Change Advisory Board (CAB) meetings, evaluating change risks, business impacts, dependencies, and implementation readiness.
• Ensure changes are assessed, approved, tested, and deployed with minimal disruption to business operations and customer services.
• Monitor change effectiveness through KPIs and reporting, including change success rates, failed changes, emergency changes, and change-related incidents.
• Partner with operational, engineering, and business teams to balance service stability, operational resilience, and business agility.
• Act as the senior escalation point for high-risk or business-critical changes, providing clear communication and decision-making support to senior stakeholders.
• Drive continuous improvement initiatives to enhance change governance, reduce operational risk, and improve service reliability across complex enterprise environments.
• Lead post-implementation reviews and ensure lessons learned are incorporated into future change planning and execution.

Qualifications ABOUT YOUR SKILLS

• Continuous Improvement & Digita…