Service Management Senior Specialist (Airlines)

Job Title

Service Management Senior Specialist (Airlines)

PURPOSE OF THE ROLE

To serve as the central point of contact, fostering strong client relationships and driving customer satisfaction through the successful facilitation and execution of operational support.  

Main Responsibilities:

– Customer Event Communication and Coordination:

• Serve as the primary point of contact for clients, facilitating clear and effective communication regarding operational items, critical incidents, and customer events such as upgrades, sales planning, and disaster recovery coordination.  

• Ensure prompt escalation of critical items and collaborate with internal teams to support customer events and address any isssues that arise.

– On-Call Support:

• Participate in a 24×7 on call roster to assist with supporting customers during critical and escalated incidents.  

• This involves promptly responding to any critical incidents, coordinating with the technical teams to mitigate the issue and providing regular updates and support until resolution. 

– Reporting:

• Generate and deliver reports on Service Level Agreements (SLAs), Customer Root Cause Analyses (RCAs), changes, and customer cases.  

• This includes compiling data on service performance metrics, analyzing trends and presenting findings to clients to ensure transparency and accountability. 

– Relationship Management:

• Cultivate and maintain strong relationships with clients through proactive engagement, regular check-ins, and understanding their evolving needs. 

• Collaborate with internal teams to develop tailored solutions and intitiatives that enhance the client experience and drive customer satisfaction. 

– Continuous Improvement: 

• Identify opportunities for process optimizations and service enhancements based on client feedback and industry best practices. 

• Collaborate with cross-functional teams to implement changes and ensure continuous improvement in service delivery and customer satisfaction. 

Relevant Work Experience:

• Minimum of 3-5 years experience in a client service management or application support role within the aviation industry or similar industry. 

• Knowledge of airline operations and industry best practices is highly desirable. 

• Demonstrated experience in effectively communicating with clients, coordinating customer events, and managing critical incidents in a fast-paced environment. 

• Proven track record of building and maintaining strong client relationships, driving customer satisfaction, and delivering high-quality service. 

• Experience in reporting on service level agreements, writing root cause analysis reports and analysing and presenting performance data to clients. 

• Familiarity with disaster recovery coordination and escalation procedures. 

• Experience working cross-functionally with technical teams to address client needs and implement solutions. 

– Business Understanding & Education:

• In-depth knowledge of the aviation industry, including airline operations, industry trends, and challenges faced by airlines. 

• Understanding of business processes and workflows within airlines, including reservations and airport operations.  

• Understanding of service level agreements (SLAs) and contract management. 

• Bachelor’s Degree preferably in Computer Science, Information Technology or related field (or relevant work experience).

• Preferred certifications in customer relationship management (CRM), IT Service Management/ITIL, or project management.

• Additional certifications or work experience in airline operations would be advantageous. 

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.