Team Leader Digital Customer Operations

About the role

As the Team Leader for Digital Customer Operations (DCO) you will drive the resolution of critical incidents, oversee training and performance of the DCO team, and manage change governance across portfolios. You will ensure rapid service restoration, maintain high ticket quality, and align team efforts with SITA’s operational goals.

Key responsibilities

• Lead and coordinate critical incident management from identification through resolution, acting as the primary communication point for stakeholders.
• Develop, maintain and enforce major incident policies, workflows and escalation procedures.
• Assess incident severity, trigger crisis management when needed, and conduct post‑incident reviews.
• Design and deliver training programs for DCO staff, covering onboarding, technical skills, case management and quality standards.
• Monitor team performance, provide coaching, and foster professional growth.
• Chair the Change Control Board (CCB) and manage change requests across all portfolios.

Required profile

• Minimum 7 years of experience in the travel/airline industry, preferably in systems application support or delivery.
• At least 5 years of people‑management experience with proven incident‑management and leadership skills.
• Strong stakeholder management, communication, negotiation and strategic planning abilities.

Required skills

• ITIL (ITIL Foundation certified)
• ITSM ticketing systems
• Incident Management
• Service Request Management
• Network knowledge
• Application Support

What we offer

• Flexible work options: up to 2 days remote per week, flexible day scheduling and up to 30 days per year to work from any location.
• Comprehensive wellbeing programs, including Employee Assistance Program and personalized health platforms.
• Professional development through access to LinkedIn Learning, Microsoft Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing and more.
• Competitive benefits aligned with local markets and a commitment to diversity and equal opportunity.