WELCOME TO SITA

Were 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.

Youll 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 & TEAM

As Service Support Architect, you will be responsible for ddefining and maintains support models for standard and non-standard services, ensuring alignment with evolving standards and driving consistency across operations. For non-standard scenarios, particularly during bids, the Service Support Architect designs tailored support models.

Ensures services are operationally ready by aligning support requirements with business needs, maintaining the service and event catalogues, and managing remediation workflows (both manual and automated) to address alerts effectively.

Collaborates with Performance & Quality teams and Service Operations Experts to analyze data and develop plans that enhance operational efficiency and customer experience across the portfolio.

WHAT YOU’LL DO

• Define, maintain, and document standard support models, adding them to the service catalog and identifying non-standard models for standardization.
• Collaborate with stakeholders to gather service requirements, align support offerings with business goals, and agree on SLAs with BUs and T&E.
• Support pre-sales by promoting standard models and designing consistent non-standard models for bid responses and post-sales implementation.
• Act as the design quality gate owner for new products, ensuring support models meet operational and business needs.
• Automate transition processes to reduce manual effort and improve efficiency.
• Gather and document non-functional requirements, working closely with product DevOps teams to ensure alignment with the roadmap.
• Maintain accurate, user-friendly documentation and ensure service and event catalogs are current, comprehensive, and adopted across teams.
• Define and improve service descriptions, levels, and expectations in coordination with PSO and BUs, driving consistent customer experience.
• Promote catalog usage through training, regular reviews, and continuous updates to retire outdated services and introduce new ones.
• Develop and maintain an event catalog, defining triggers, thresholds, and remediation steps; provide training and optimize incident response processes.
• Lead post-event reviews and collaborate with stakeholders to refine event coverage and improve operational performance.
  

ABOUT YOUR SKILLS

• Bachelor’s degree in Computer Science, IT, Engineering, or a related field
• ITIL Foundation required
• Industry Experience: 5+ years in service management, ideally within the airport/airline industry or SITA—especially in Service Design, Transition, or Passenger Processing roles.
• Strong experience in designing support models, managing service catalogs, and aligning operational architecture with business needs.
• In-depth understanding of IT service management frameworks, methodologies, and industry best practices.
• Skilled in gathering and documenting service requirements while collaborating across teams (product, operations, sales).
• Ability to build, maintain, and optimize service catalogs and ensure consistency in service delivery.
• Experience working with cross-functional teams, including pre-sales, DevOps, delivery, and operations.
• Track record in managing complex system integrations, data migrations, and ensuring operational readiness.
• Strong background in analyzing, automating, and improving operational processes for enhanced efficiency and performance.

NICE-TO-HAVE

• Master’s degree or professional certifications in Service Management
• Certifications in project management (CAPM, PMP, PRINCE2), service delivery (e.g., Service Design, Transition), or Six Sigma Yellow Belt 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 its like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex Location: Take up to 30 days a year to work from any location in the world.

🌿Employee Wellbeing: We’ve 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.

🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local spanet 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.