Gestionnaire mondial du centre de services/Manager Service Desk

About the Position

Gestionnaire mondial du centre de services/Manager Service Desk

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 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

The Global Service Desk Manager is accountable for the design, performance, governance, and continuous improvement of the globally integrated Service Desk. The role owns incident performance, customer outcomes, management coverage, workforce transformation, and value realization from ServiceNow, CMDB, AI, automation, and service intelligence.

The future-state Global Service Desk operates as a consistent single front door across regions, shifts, and channels. The role applies global standards through ServiceNow, trusted service and configuration data, common escalation paths, modern support capabilities, and measurable customer outcomes.

Responsibilities

Global Strategy and Operating Model

• Own the global Service Desk operating model across locations, shifts, queues, languages, channels, and suppliers.
• Define the Service Desk maturity and transformation roadmap across people, process, knowledge, tooling, AI, automation, and data.
• Establish clear governance and accountability, including decision rights, service boundaries, escalation paths, and governance routines.

End-to-End Incident and Major Incident Accountability

• Own end-to-end Incident Management performance, from initial contact through service restoration, closure, and lessons learned.
• Define and govern the Service Desk role in P1/Major Incidents, including escalation triggers, command interfaces, communications, and record integrity.
• Ensure resilient 24/7 leadership and clear ownership through effective on-call/delegated authority, escalation thresholds, and backup coverage across regions and suppliers.

Customer Outcomes and Performance

• Own customer and service performance outcomes, including restoration, customer effort, reliability, SLA, quality, confidence, and experience.
• Use customer feedback, service reviews, and outcome-based reporting to identify and prioritize structural service improvements.

Data, Service Intelligence, and Predictive Management

• Establish trusted service intelligence, with consistent metrics, reporting cadence, ownership, and data-quality controls.
• Use integrated operational data and leading indicators to proactively manage demand, capacity, service degradation, repeat failures, and SLA risk.

AI Adoption and Automation Value Realization

• Define and govern the Service Desk AI strategy, including approved use cases, human oversight, risk controls, adoption, and measurable benefits.
• Drive automation and digital self-service across workflows, routing, triage, knowledge, summarization, virtual agents, and proactive communications, measuring productivity, quality, and customer outcomes.

ServiceNow Greenfield and CMDB Maturity

• Lead ServiceNow Greenfield operational adoption and value realization, covering process alignment, readiness, training, cutover, workflows, dashboards, knowledge, catalog, and self-service.
• Drive CMDB maturity and service mapping, ensuring configuration data supports diagnosis, routing, impact analysis, reporting, automation, and predictive management.

Risk, Governance, and Improvement

• Own continuous improvement, compliance, and operational risk management, maintaining a prioritized improvement backlog while addressing security, audit, data protection, supplier, capacity, and transformation risks.

Requirements

• Global Service Desk Leadership – Proven experience leading complex, multi-location, multi-shift Service Desk operations across regions, channels, and suppliers.
• IT Service Management (ITSM) – Strong expertise in ITSM/ITIL practices, service operations, governance, SLAs, and continuous service improvement.
• Incident & Major Incident Management – Demonstrated ownership of end-to-end Incident Management, including P1/Major Incidents, escalation, restoration, and post-incident improvement.
• ServiceNow Transformation – Strong experience implementing, transforming, or operationally adopting ServiceNow, including workflows, queues, dashboards, knowledge, service catalog, and self-service.
• CMDB & Service Mapping – Practical knowledge of CMDB maturity, configuration data quality, and service mapping to improve diagnosis, impact assessment, routing, and service management.
• AI & Automation – Experience in applying AI and automation to Service Desk operations, including triage, routing, knowledge, self-service, virtual agents, and workflow automation.
• Data & Service Intelligence – Strong analytical capability using KPIs, operational data, dashboards, and leading indicators to manage performance, capacity, service risks, and improvement.
• Customer & Business Outcome Focus – Proven ability to improve customer experience, service reliability, restoration performance, quality, and SLA outcomes rather than focusing only on operational activity.
• Transformation & Continuous Improvement – Demonstrated ability to develop maturity roadmaps, lead large-scale change, prioritize improvement initiatives, and deliver measurable operational benefits.
• Governance, Risk & Stakeholder Leadership – Strong capability in governance, decision-making, supplier management, security/compliance controls, risk escalation, and senior stakeholder engagement.

We Offer

🏡 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: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development, and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

About the Company

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 our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.