Lead Business Management Specialist in London

OverviewWELCOME TO SITAAt 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. Here, we feel empowered, supported, and inspired to grow. ABOUT THE ROLE & TEAMAs an Incident Management Consultant, you combine day-to-day leadership of the local SITA team with local Major Incident leadership and coordination for significant incidents across the MAG estate. Based at Manchester, with flexibility to work across Manchester, Stansted and East Midlands, you sit at the heart of the partnership between SITA and Manchester Airports Group (MAG), maintaining service delivery quality in a live, 24/7 operational environment. This is a dual role where you lead, develop and coordinate the local engineering and support team, making sure resource is in the right place at the right time and that the team operates as one with MAG, its airlines and its ground-handling partners. As an Incident Management Consultant, you are the local single point of accountability and the single point of contact (SPOC) for significant incidents across the MAG estate, coordinating operational response, stakeholder communications, escalation activities and service restoration efforts from identification through to resolution and post-incident review. You operate as part of a dual-layer virtual incident management function, working closely with SITA's Central Incident Managers and specialist resolver teams so the MAG operation benefits from strong local incident leadership, clear coordination and SITA's wider global capability. You prioritise incidents based on operational impact rather than volume alone, helping to minimise service disruption, reduce restoration times and provide MAG with confidence that every significant incident is actively coordinated and has a clear point of accountability. Incident management is not a monitoring function. It is an active control point that drives operational efficiency, protects the passenger and airline experience, and continuously feeds Problem Management so that recurring issues are eliminated over time rather than repeatedly managed. Beyond individual incidents, you own and govern the local incident management process, ensuring it is consistently applied and continually improved, and contributing to the operational and service resilience of MAG's critical airport systems. What You'll DoMajor Incident ManagementAct as the local single point of accountability and SPOC for significant incidents across the MAG estate, coordinating incident response, communications, escalations and service restoration activities from identification through to resolution and post-incident review. Ensure the shortest possible restoration times, initiating timely escalations to specialised resolver groups inside and outside SITA in line with MAG's contracts, SLAs and monitoring requirements. Ensure incident response activities are prioritised based on operational impact, passenger experience and business risk, enabling effective allocation of support resources. Resilience & Service ContinuityLead operational reviews of high-impact service failures and/or exercises, and drive resilience improvements across critical airport systems. Contribute to operational and service resilience, business continuity and disaster recovery (DR) planning across the MAG estate. Participate in, coordinate and learn from DR testing and resilience exercises, feeding outcomes back into continuous improvement. Dual-Layer Incident FunctionOperate as the local layer of a dual-layer virtual incident management function, working hand in hand with SITA's Central Incident Managers. Ensure the MAG operation always has visible local incident leadership and accountability, backed by SITA's wider global incident and engineering capability, including out of hours. Process Governance & Service ReviewsOwn and govern the local incident management process, ensuring procedures are applied consistently, well governed and continually improved. Contribute incident performance, trends and improvement outcomes to the partnership's governance cycle, including Monthly Service Reviews (MSR), Problem Management Forums and compliance reviews. Ensure incident data and reporting support MAG's SLA, compliance and CNI regulatory obligations. Team LeadershipLead, develop and coordinate the local SITA engineering and support team, fostering engagement, high performance and a genuine one-team culture with MAG.Coach and support team members, managing day-to-day performance, rotas and readiness in a 24/7 operational environment. Problem Management & Continuous ImprovementEnable and feed Problem Management by capturing accurate incident detail, identifying real-time patterns and linking incidents to related Problems and Changes. Drive trend analysis to reduce recurring incidents over time and strengthen service resilience. Collaborate with the dedicated engineering resource, Technical Support Specialists and central product specialists to eliminate root causes. Partnership & Stakeholder EngagementWork closely with the General Manager, Customer Operations, the Project Manager and the Airline & Product Strategy Lead to keep incident management joined up with wider delivery. Represent SITA in customer and internal service reviews, sharing performance, insights and improvement outcomes. What Success Looks LikeEvery significant incident has a clear point of accountability, is effectively coordinated and resolved in a timely manner, supported by clear, proactive stakeholder communication throughout the incident lifecycle. Demonstrable improvements in operational and service resilience across critical airport systems. A well-governed incident management process, with Major Incident Reviews and service reviews driving continuous improvement. A recognised reduction in recurring incidents through effective Problem Management and trend analysis. A high-performing, engaged local team operating as one with MAG, airlines and handlers. A single, auditable view of incident performance that gives MAG confidence, transparency and regulatory assurance. QualificationsAbout Your SkillsProven experience in incident management, ideally including major incident coordination in a live, 24/7 operational environment. Experience owning or governing an incident management process and chairing Major Incident Reviews and/or service reviews. Experience of business continuity, disaster recovery and service resilience, including exercises and testing. Strong understanding of ITIL incident, problem and change management practices. Excellent relationship-building skills, with a track record of working closely and collaboratively with customers, airlines and delivery partners. ServiceNow) and integrated service management. A collaborative, partnership-led approach to delivering service with customers, airlines and handlers. Experience owning or governing an incident management process, including post-incident and service reviews. Experience contributing to operational resilience, business continuity or disaster recovery in a critical environment. ITIL certification, or equivalent demonstrable incident management experience. A track record of working closely with customers and third-party partners to maintain service quality in live operational environments. Knowledge of common-use and self-service passenger-processing environments (CUPPS, CUSS, self-service bag drop, BRS).Familiarity with SITA Flex and shared-use, self-service and airline integration architectures. Experience integrating ServiceNow or equivalent ITSM platforms with customer toolsets. WHAT WE OFFERWe're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. ð¡ 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.ð 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.ð Professional Development: 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.ð Competitive Benefits: Competitive benefits that make sense with both your local market and employment status. 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. Salary / Compensation NoteHidden (-999)