Senior Manager – Incident & Change Management (ITIL)

About the role

SITA is seeking a Senior Manager to lead its global Incident and Change Management team within Digital Customer Operations. You will protect service continuity, govern operational change, and restore critical services across network, infrastructure, data‑centre and application‑support environments.

Key responsibilities

• Lead end‑to‑end Incident Management, acting as senior escalation point for high‑severity incidents and coordinating technical, operational and business teams.
• Drive crisis management, communicate status to executives and customers, and ensure post‑incident reviews and root‑cause analysis.
• Govern the Change Management process, chair CAB meetings, assess risk, and ensure changes are deployed with minimal disruption.
• Monitor and improve KPIs for incidents and changes, reporting on service availability, resolution times and change success rates.
• Partner with Network, Infrastructure, Data‑Centre and Application Support teams to strengthen service resilience and operational stability.

Required profile

• Proven leadership with executive presence, able to manage high‑pressure situations and drive continuous improvement.
• Extensive experience (10+ years) in large‑scale operational environments, incident escalation and crisis management.
• Strong analytical skills to assess operational risk, define KPIs and implement corrective actions.
• Ability to influence cross‑functional, geographically dispersed teams and align stakeholders around service objectives.

Required skills

• ITIL Service Management (Incident, Change, Problem Management)
• Incident Management and Major Incident response
• Change Management governance and CAB facilitation
• Network Operations, Infrastructure Services, Data‑Centre Operations
• Application Support
• KPI and SLA monitoring
• Crisis Management

What we offer

• Flex Week – up to 2 days remote per week
• Flex‑Day – adaptable workday schedules
• Flex‑Location – up to 30 days per year from any location
• Employee Wellbeing programs including 24/7 assistance and personalized health platform