Overview

In this role you lead the global Passenger Processing service operations, ensuring reliable day-to-day performance while driving modernization across the full tech stack. You’ll oversee a distributed team and engage senior stakeholders to align priorities, risks, and investments. The role sits at the intersection of operation excellence and strategic transformation, delivering dependable services in mission-critical environments. You will shape cross-functional execution and raise the bar on service outcomes and lifecycle management.

Compensaciones / Incentivos

- Flex Week: work from home up to 2 days/week
- Flex Day: flexible work schedule
- Flex-Location: up to 30 days/year location variety
- Employee Wellbeing: EAP and Champion Health
- World-class learning resources and development programs
- Competitive benefits

Responsabilidades

- Own BAU operational performance for the Passenger Processing portfolio and ensure SLA/SLO adherence
- Establish portfolio-wide governance, dashboards, reviews and escalation paths
- Manage incident, problem, change, service request and work order processes with disciplined execution
- Lead lifecycle management and technical debt initiatives across full-stack infrastructure and applications
- Oversee deployment readiness, readiness criteria,



and production acceptance for new/changed services
- Provide evidence-based reporting on performance, risks, and investment needs to senior leadership
- Coordinate with SRE, architecture, product, and engineering to prioritize gaps for modernization
- Foster inclusive, high-performance culture and clear accountability across distributed teams

Requisitos principales

- 12+ years of progressive experience in complex technology service operations
- Experience leading a sizeable, distributed, multicultural organization (40+ people)
- Strong ownership of operational performance in high-availability environments
- Proven skills in ITIL practices, incident/problem/change control and service lifecycle management
- Ability to influence senior executives and cross-functional stakeholders
- Excellent stakeholder engagement and cross-region leadership capabilities
- Track record of escalating and resolving major service issues effectively
- Experience managing operational technical debt and modernization programs

- leadership
- cross-cultural collaboration
- stakeholder management
- ITIL practices
- Incident/Problem/Change/Service Request governance
- Service delivery and lifecycle management

📌 Senior Manager, Service Operations (Barcelona)
🏢 Sita - Société Internationale De Télécommunications
📍 Barcelona