Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
About The Role & The Team
A Regional Field Service Manager is responsible for managing daily field service operations within a specific region, ensuring efficient resource utilization, customer satisfaction, and operational performance. Oversees the physical site presence, ensuring office readiness, managing on-site workers, and collaborating on lease agreements. Selects, negotiates, and manages vendor relationships to ensure quality, cost optimization, and compliance. Leads and develops employees by driving performance, fostering growth, resolving conflicts, and aligning team efforts with organizational goals while maintaining clear communication and adherence to policies. Liaises with CSO counterparts to enable customer satisfaction by aligning service delivery with customer expectations and ensuring a collaborative approach to issue resolution
Key Responsibilities
Regional Field Service Management
- Manage and lead field service teams within a specific region to ensure efficient and effective service delivery.
- Oversee daily operations, including scheduling and dispatching of field engineers.
- Ensure compliance with SLAs and customer expectations while monitoring and improving KPIs such as response and resolution times.
- Handle customer escalations and resolve service-related issues, maintaining strong customer relationships to drive satisfaction.
- Reinforce that teams are properly trained, skilled, and equipped, ensuring the effective adoption of tools.
- Identify opportunities for profitability and efficiency, implementing process improvements to enhance operational and service efficiency.
- Collaborate with Inventory and Resource Capacity Managers to maintain stock levels and optimize field resources.
- Ensure health, safety, and compliance standards are met in field operations.
- Manage the regional field service budget and cost controls while reporting on regional performance to senior management.
- Collaborate with internal stakeholders and cross-functional teams to address service needs and align regional strategies with broader organizational goals.
- Conduct performance reviews and create development plans for field service teams, fostering growth and addressing skill gaps.
- Forecast service demands and plan resources effectively to meet business requirements and regional goals.
- Analyze operational and customer data to generate insights, ensuring continuous improvement and alignment with organizational objectives.
Site Facility Management
- Oversee the maintenance of facilities for field teams, ensuring all equipment, systems, and infrastructure are functioning properly.
- Ensure compliance with safety regulations, building codes, and environmental laws to maintain a safe and compliant working environment.
- Manage the facility's operational budget, including expenditures for maintenance, utilities, and service contracts.
- Develop and implement emergency preparedness and response plans, including fire drills, evacuation protocols, and disaster recovery procedures.
- Negotiate and manage contracts with external service providers for cleaning, maintenance, security, and other facility-related services where necessary.
Vendor Management
- Identify, evaluate, and select vendors based on quality, reliability, pricing, and alignment with organizational goals.
- Negotiate contracts and agreements with vendors, supported by SITA Purchasing, to ensure favorable pricing, conditions, and compliance with policies and regulations.
- Continuously monitor and assess vendor performance against established metrics and SLAs, addressing any issues or disputes effectively.
- Collaborate with internal teams to align vendor management strategies with organizational objectives and field service needs.
- Identify and implement process improvements in vendor management to enhance efficiency, cost savings, and vendor performance.
People Management
- Team Leadership and Development: Guide the team, align efforts with goals, provide coaching, and foster growth opportunities.
- Performance and Conflict Management: Monitor performance, provide feedback, resolve conflicts, and ensure policy compliance.
- Resource Planning and Communication: Plan resource needs, assign tasks effectively, and ensure clear communication with stakeholders.
Qualifications
EXPERIENCE
- Minimum 10 years of experience in field service operations, facilities management, vendor management, or a related domain.
- Proven experience in managing teams, with strong leadership capabilities in leading cross-functional and geographically dispersed teams.
- Demonstrated expertise in vendor selection, negotiation, and performance management, with a track record of achieving cost efficiencies and quality improvements.
- Hands-on experience in budget management, financial oversight, and cost control.
- Practical experience implementing compliance and safety protocols in field operations or facilities.
- Experience with operational planning, process optimization, and KPI monitoring for service delivery or facility operations.
- Familiarity with tools such as CRM systems, inventory management systems, or vendor management software is an advantage.
- Field Service Management experience is a mandatory.
- Experience in the Airports business domain is a must.
Functional Skills
- Facility Management
- Compliance & Risk Management
- Financial Management
- Leadership & Talent Development
- Vendor / Supplier Management
- Operational Planning
- Conflict Management
- Stakeholder Management
- Decision Making
- Strategic Planning
Technical Skills
- ServiceNow Administration
- Field Service Management Tools
- Customer Relationship Management Tools
- Data Analytics
Education & Qualifications
Educational Background
- Bachelor’s degree in business administration, engineering, facilities management, or a related field.
- Advanced degrees (e.g., MBA) preferred for senior-level management roles.
Certifications
- Relevant certifications such as Certified Facility Manager (CFM), Project Management Professional (PMP), ITIL Foundation, or Vendor Management certifications.
- Occupational health and safety certifications (e.g., OSHA or NEBOSH) are advantageous.
What We Offer
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
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Flex Week: Work from home up to 2 days/week (depending on your team's needs)
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Flex Day: Make your workday suit your life and plans.
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Flex-Location: Take up to 30 days a year to work from any location in the world.
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Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
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Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
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Competitive Benefits: Competitive benefits that make sense with both your 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.
