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.
Join Our SITA Team as a Senior Client Service Representative
Manage the designated customer relationship from a service and operations perspective, ensuring SITA delivers on its service level commitments. Fulfill SITA’s contractual obligations in line with ITIL processes. Act as the customer advocate for operational and service management matters, leading interactions on service-related issues and driving swift resolutions. Collaborate closely with sales and account management to strengthen SITA’s position for business retention, contract renewal, and service extensions.
WHAT YOU'LL DO
Provide ITIL-compliant service management to assigned customers:

• Manage Service Level Agreements (SLAs) and ensure all contracted/agreed service Manage SLAs for assigned customers, ensuring all agreed service levels are met.
• Handle customer service requests promptly and professionally.
• Lead Continual Process Improvement (CPI) efforts, recommending service upgrades.
• Proactively monitor customer services, identifying risks and managing service improvement plans.
• Comply with SGS Service Management standards and ITIL processes, including:
• Use the CSM Knowledge Base for key customer document sharing.
• Provide service reports to customers and management.
• Manage Continual Service Improvement Plans (CSIPs) with customer feedback.
• Lead service-related meetings (e.g., Operation Review Board, Service Performance Review) as per contractual obligations.
• Conduct regular service reviews with providers to ensure quality and implement Service Improvement Plans (SIPs).
• Escalate operational issues and serve as the main contact for customers, users, and service providers.

• Review monthly CSM revenue and ensure accurate invoicing for related services.
• Contribute to the growth of SM and OOB revenue for additional services.
• Support SGS territory management in SM revenue and during bid processes.
• Collaborate with SITA account directors/managers to identify and win new business opportunities or contract renewals.
• Contribute to the organic revenue growth of contracted services.
• Assist line management and bid teams by identifying local factors affecting operational models and costs.
• Help evaluate solutions, resources, and costs for service management proposals when requested.

Qualifications: ABOUT YOUR SKILLS

• Bachelor's in IT preferred; Telecom or Business experience considered.
• SITA Service Management Certification Level 2 (ITIL Foundations) preferred.
• ITIL Service Management Certification per SGS standards.
• Able to work independently and with global teams.
• Fluent in English; additional languages are a plus.
• Strong communication skills (oral and written).
• Proficient in Microsoft Office (Word, Excel, Power Point, Visio) with willingness to learn new tools.
• Eligible to work in São Paulo, Brazil, or San Jose, Costa Rica.

Preferred certifications vary by customer assignment scope:

• CIS: SITA CIS certifications (as per SGS policy).
• Desktop/EUC: SITA EUC certifications (as per SGS policy).
• PSL: SITA PSL certifications (as per SGS policy).
• GSL: SITA GSL certifications (as per SGS policy).
• ASL: SITA ASL certifications (as per SGS policy).

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:


SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.