Team Lead Service Operations

Overview

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.

About the Role

To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Performing all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities.

We are seeking an experienced and proactive IT Network Telecommunication Incident Manager / Coordinator to join our dynamic team based on our customer's site, Heathrow Airport, one of the world’s busiest airports, to operate and maintain the entire network and telecommunication systems.

The successful candidate will have key responsibilities in managing major incidents, coordinating technical resources, and communicating directly with customers via technical bridges during critical incidents. This position requires exceptional organizational and communication skills, as well as the ability to work effectively under pressure in a 24/7 operational environment.

What Will You Do

• Major Incident Management
  • Lead technical response during major incidents and coordinate resources.
  • Act as primary contact on bridges, providing timely stakeholder updates.
  • Drive resolution and root cause analysis within SLA targets.
  • Ensure rapid restoration through effective escalation to resolver groups.
• Incident Management
  • Manage ServiceNow tickets, assess issues, and coordinate resolution.
  • Monitor progress to ensure SLA and process compliance.
  • Conduct breach reviews and support mitigation actions.
• Team Leadership
  • Manage and support a team of Smart Hands Engineers.
  • Direct line management for one Smart Hands Engineer.
  • Oversee training, development, and performance reviews.
  • Promote collaboration across on‑site and global teams.
• Continuous Improvement
  • Identify incident trends and drive preventative improvements.
  • Contribute to post‑incident reviews and process enhancements.
• Communication & Knowledge Management
  • Deliver clear communications to technical and non‑technical audiences.
  • Produce incident reports and maintain stakeholder relationships.
  • Ensure documentation is accurate, up to date, and gaps are addressed.

Qualifications

Who You Are

• Minimum of 3–5 years’ experience within network, telecommunications, or systems support environments.
• Proven experience working directly with external customers, delivering services to agreed SLAs.
• Demonstrated leadership capability, with experience managing or influencing teams, either directly or matrix managed.
• Experience within the aviation sector (airport or airline) or a comparable transport environment is highly desirable.
• Strong track record of managing incidents across relevant technologies and driving resolution in line with operational standards.

Must Have

• Proficiency in using ITSM & NMS tools such as ServiceNow and SMARTS.
• Strong knowledge of SLA management and escalation processes.
• Proven experience in incident management within an IT network or telecommunications environment.
• Exceptional communication skills, both written and verbal, with the ability to interact effectively with global teams and customers.
• Strengths and experience in leading teams with line management responsibilities.
• Strong organizational and time‑management skills, with the ability to prioritize and handle multiple tasks simultaneously.
• Technical breadth of knowledge – Cisco, OTN, Aruba, Palo Alto, Radio & Cisco IPT.
• Able to pass an aviation security check along with UK Government criminal record checks.
• Ability to work a 24/7 shift pattern, including nights, weekends, and public holidays, and to cover vacancies, sickness and annual leave where required.

Nice to Have

• Business Analysis
• Crisis Management
• Organizational Awareness
• Product/Solution Knowledge
• Resource Management
• Service Infrastructure/Platforms
• Service Management Process

Education & Qualifications

• Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications qualification.
• Applicable vendor / technology intermediate level certification or equivalent work experience. Certifications such as CCNA, CCNP highly desirable.
• Certification in ITIL Foundation v4.

What We Offer

We operate in 200 countries and support a diverse workforce. Our offices are comfortable and offer flexible arrangements, including working from home up to two days a week and the ability to work from any location in the world for up to 30 days a year.

Employee wellbeing support is provided through an Employee Assistance Program (EAP) available 24/7, 365 days a year, and a personalized health platform.

Professional development opportunities include access to world‑class platforms and programs designed to help you grow in technology, leadership, and strategic areas.

Competitive benefits are aligned with 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.