Senior Incident Manager – Digital Customer Operations

About the role

SITA is seeking a Senior Incident Manager to lead the Digital Customer Operations Incident Management function worldwide. You will ensure consistent handling of incidents, drive continuous improvement, and support transformation initiatives.

Key responsibilities

• Oversee the end‑to‑end incident management lifecycle across global operations.
• Lead and develop the Incident Management team, ensuring process compliance.
• Monitor incident queues, track SLA performance and identify risks or bottlenecks.
• Coordinate communication and escalation with resolver teams, regional liaisons and key stakeholders.
• Chair incident governance meetings and review metrics such as MTTA, MTTR, SLA, backlog and communication quality.
• Conduct trend analysis to drive process improvement, automation and training.
• Act as Major Incident Manager for high‑severity events, lead technical teams and produce post‑incident documentation.

Required profile

• Proven leadership in incident and major incident management, including command, coordination and stakeholder communication.
• Strong stakeholder and customer management skills, able to engage senior executives.
• Analytical thinking with a focus on service restoration and continuous improvement.
• Experience with IT Service Management (ITSM) practices and change/risk awareness.

Required skills

• ITIL® 4 Foundation or higher (mandatory).
• PRINCE2® Foundation or PMP® (preferred).
• COBIT® Foundation (preferred).
• ISO/IEC 20000 Foundation (preferred).
• Technical certifications such as CCNA, CCNP, cloud fundamentals (nice to have).

What we offer

• Flex Week: up to 2 days remote per week.
• Flex Day and Flex‑Location options, including up to 30 days per year working from any location.
• Employee wellbeing programs, including 24/7 assistance and health platforms.
• Professional development through extensive learning ecosystems (LinkedIn Learning, Pluralsight, Harvard Business Publishing, etc.).
• Competitive benefits aligned with local markets.