For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Key Responsibilities:
Service Delivery & Management:
Manage and monitor the delivery of IT services to ensure they meet agreed-upon service level agreements (SLAs) and business expectations.
Serve as the point of contact for service-related issues, escalating complex problems and ensuring timely resolution.
Ensure that service management processes, such as incident management, problem management, change management, and service request management, are followed effectively across the organization.
Incident & Problem Management:
Oversee the incident management process to ensure that IT incidents are resolved promptly and that customers are kept informed throughout the resolution process.
Lead root cause analysis (RCA) activities for recurring incidents and work with cross-functional teams to resolve underlying issues.
Ensure problem management processes are in place to prevent the recurrence of incidents and to address any systemic issues proactively.
Change Management:
Implement and maintain a structured change management process to minimize risk and disruptions associated with changes to IT services.
Review and approve proposed changes, ensuring they align with business objectives and comply with relevant policies and procedures.
Coordinate with technical teams to ensure that changes are implemented smoothly, with minimal service impact.
Service Improvement & Optimization:
Continuously evaluate and improve service management processes to enhance efficiency, reduce downtime, and improve service quality.
Analyze service performance data and identify trends or areas for improvement to prevent service disruptions and enhance overall service delivery.
Drive initiatives that focus on increasing automation, optimizing workflows, and improving customer satisfaction.
Stakeholder Management & Communication:
Act as the primary point of contact between IT and business stakeholders for service-related queries, issues, and updates.
Provide regular status reports and updates on service performance, incidents, and improvements to senior management and other stakeholders.
Ensure clear communication and expectations management with internal teams, customers, and vendors regarding service delivery.
Service Level Agreement (SLA) Management:
Monitor service performance against agreed SLAs and ensure that services are delivered within the defined timeframes and quality standards.
Report on SLA adherence and work with service teams to address any deviations, identifying opportunities for improvement.
Vendor & Supplier Management:
Collaborate with vendors and third-party service providers to ensure the timely delivery of outsourced services and meet SLAs.
Monitor vendor performance and manage service contracts, ensuring that terms are met, and performance is aligned with business needs.
Address any vendor-related issues and escalate concerns to senior management when necessary.
Documentation & Reporting:
Maintain up-to-date documentation for all service management processes, including incident logs, change requests, and service performance reports.
Prepare and present reports on service management performance, including metrics on incident resolution, SLA adherence, and service improvements.
Document and maintain best practices, procedures, and work instructions for service management operations.
Collaboration & Cross-Functional Engagement:
Work closely with IT teams, including infrastructure, application, and support teams, to ensure that service management processes are aligned with technical operations.
Collaborate with the IT security, compliance, and risk management teams to ensure that services are delivered securely and in compliance with organizational policies.
Provide training and support to teams involved in service management processes to improve service delivery and enhance overall team performance.
Qualifications:
Education:
Bachelor’s degree in Information Technology, Business Administration, or a related field.
ITIL certification (preferably Expert level or at least Foundation level) is required.
Experience:
5+ years of experience in IT service management, IT operations, or a related field.
Strong experience in managing IT service management processes, particularly incident, problem, change, and request management.
Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell) and knowledge of process automation.
Proven experience working with business stakeholders to ensure IT services meet business needs and SLAs.
Skills:
Strong understanding of ITIL best practices and service management frameworks.
Excellent problem-solving, analytical, and troubleshooting skills.
Strong communication and interpersonal skills, with the ability to collaborate effectively with technical teams and business stakeholders.
Ability to manage multiple priorities, handle complex issues, and drive solutions in a fast-paced environment.
Proficiency in reporting and analytics, including the ability to analyze service performance metrics and suggest improvements.
Knowledge of service management software and automation tools.
Ability to lead service management initiatives and contribute to continuous improvement in IT services.
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!