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 Global Service Desk Manager, you will be accountable for the strategy, governance, performance and continuous improvement of SITA's global Service Desk operation.
The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests,



customer communications and escalations through to resolution.
WHAT YOU’LL DO
Global Service Desk Leadership
•Own and evolve the global Service Desk operating model across locations, shifts, languages, channels and suppliers.
•Represent the Service Desk in service reviews, governance forums, supplier reviews and transformation initiatives, ensuring transparent accountability and escalation management across stakeholders.
•Define and execute a Service Desk maturity roadmap covering people, process, tooling, knowledge management, automation and customer experience.
•Establish governance frameworks, decision rights, escalation paths and operational standards.
Incident & Major Incident Management
•Own Service Desk performance across incidents, service requests, customer communications, triage, escalation and operational coordination.
•Ensure effective Service Desk participation in Priority 1 and Major Incident man

📌 Manager Service Operations (Gurugram)
🏢 SITA Switzerland
📍 Gurugram