New Posting - SITA

Manager Quality Assurance (ITIL environment)
SITA - Montréal, QC

SITA Overview We are the world's leading specialists in air transport communications and IT solutions. We deliver and manage business solutions for airline, airport, GDS, government and other customers over the world's most extensive network, which forms the communications backbone of the global air transport industry. Created and owned by the air transport community, SITA is the community's dedicated partner for information and communications technology. As a team of industry experts, our know-how is based on working with customers across the global air transport community. Almost every airline and airport in the world does business with SITA. With a team of over 4,400 staff around the world, we invest significantly in achieving best-in-class customer service, providing integrated local and global support for both our communications and IT application services. Manager Process & Quality Purpose To manage the Service & Infrastructure Operations team ensuring service operations quality is maintained by implementing and improving working processes and procedures; enhancing SITA's competitive strength and business growth through the provision of the highest quality to customers. To create, implement and report on training programs that address SITA Command Centre development needs. Assess and determine the quality and content of training including course design, instruction, program evaluations, training materials and learning reinforcement strategies to enhance the effectiveness of employee performance in achieving goals and objectives of the organization Key Responsibilities General Management Manage a team of professionals by setting high standards, driving results and developing capability and talent in the group Report on the monthly performance of the team and provide feedback to the relevant management teams. Process and Quality Report data on quality performance to senior management teams and make recommendations to improve internal workflow processes globally. Manage recorded data for quality metrics reports and Key Performance Indicators (KPIs) Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with ITIL Framework, Lean and Six Sigma methodologies. Identify and promote opportunities to achieve continuous improvement in operational and process performance through collection and analysis of stakeholder feedback, customer feedback and trend analysis Schedule and perform audit activities, including pre-audit planning, audit execution, audit evaluation, and post-audit follow-up. Training and Knowledge Management Develop, implement, and monitor training programs within the SITA Command Centre Monitor creation of Work Instructions, Procedures, and training packages for the SCC operational teams. Conduct orientation and non-technical sessions (new and/or refresh) for the SITA Command Centre staff Support the creation of training collaterals, including multimedia visual aids and presentations. Provide logistical support, course development, delivery, evaluation, process measurements, and cost management. Assist with the development of Knowledge Management strategic plans. Change Management Coordination Coordination of Projects and Changes with SITA and ASPs, measuring quality of services, building and approving improvement plans, coordinating the execution of work packages and verifying the quality of improvement plan deliverables. Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of changes and internal SCC resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA. Assist in the development, planning, coordination and implementation of Changes according to SITA standards and procedures, maximizing customer satisfaction. Education and Professional Qualifications Minimum Degree Minimum Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology expert level certification or equivalent work Experience ITIL Foundation Certificate 6 Sigma – Yellow (Green Belt desirable) Project Management Certification – PMP is an asset Experience Experience of working in the Airport / Airline industry – an asset 3-5 years quality assurance/control role or customer service role with emphasis on quality improvement 5 years of experience as Team Manager 5 years of experience on change and/or project management 5 years of experience in IT industry with the implementation of processes as per recognized industry standards Experience in applying industry standard quality frameworks such as CMM, ISO, Six Sigma is an asset 5 + years experience on data and/or quality management Knowledge and Skills Knowledge of ITIL and Service Management practices and procedures, with emphasis on Change Management Process and Procedures Fluent verbal and written communication skills in English and in local language Ability to build relationships with peer and management levels both with clients and the company management Ability to document process & workflow/policy and produce detailed and procedural documentation Ability to work under pressure and to deal with multiple tasks Analytical capabilities to spot trends via data analysis High level of customer service orientation required Knowledge of Six Sigma or other industry standards an asset Operating knowledge of Microsoft Office products. Flexible hours to accommodate different time zone work schedules when necessary especially Europe and APAC regions. Profession Competencies Organizational Awareness Business Acumen Financial Acumen Project Management Info Gathering & Processing Quality Orientation People Manager Competencies SITA Core Competencies Adhering to Principles & Values Creating & Innovating Customer Focus Results Orientation Teamwork Communication Impact & Influence Leading Execution Developing Talent Managing Performance To apply for this opening, please go to SITA Careers webpage at http://www.sita.aero/about-sita/careers/careers?apply=7757 Thank you for your interest in working at SITA. Only qualified candidates eligible to work in Canada will be considered. SITA is an Employment Equity Employer and values a diverse workforce. In support of our Employment Equity Program, women, Aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process. ***Important: qualified candidates are required to apply exclusively from the SITA Careers webpage at http://www.sita.aero/about-sita/careers/careers?apply=7757