Overview

ABOUT THE ROLE & TEAM

The Lead Analyst / Team Lead provides real-time operational leadership for a shift or team. You will coordinates execution, protects incident ownership, manages priority response, coaches analysts and converts operational evidence into corrective action and improvement.

The Service Desk provides 24/7 global support from Delhi and Montreal, managing incidents, service requests, customer communications and escalations through to resolution.

What You'll Do

Shift Leadership & Incident Management

Lead real-time Service Desk operations across queues, channels and skills, prioritizing work based on customer impact, SLA risk and capacity.
Ensure incidents have clear ownership, next actions and appropriate communication.
Coordinate P1 and Major Incident response, mobilizing support teams and maintaining operational control.
Execute shift handovers covering incidents, risks, commitments, resource constraints and follow-up actions.
Operate within approved coverage models, including on-call participation where required.

Customer Experience

Ensure service restoration and customer outcomes remain the priority during operational pressures.
Review critical customer communications for quality, accuracy and clarity.
Analyze customer dissatisfaction, repeat contacts and failed resolutions, implementing corrective actions.

Service Intelligence & Operational Excellence

Use dashboards, service health, demand trends and configuration data to guide operational decisions.
Identify emerging risks, recurring incidents, routing issues and capacity constraints.
Apply leading indicators to proactively mitigate service risks and improve operational performance.

AI, Automation & Digital Adoption

Promote adoption of approved AI, automation, self-service and digital support capabilities.
Monitor usage, quality and business impact, addressing control or adoption gaps.
Identify and build improvement opportunities based on recurring work, errors, handling time and customer friction.

ServiceNow & CMDB Governance

Ensure compliance with approved workflows, assignment rules, prioritization models and closure controls.
Maintain data quality standards across incident classification, impact assessment and resolution records.
Support remediation of CMDB and service mapping issues impacting service delivery, reporting and automation.

Workforce Development & Continuous Improvement

Allocate work based on demand, skills and operational risk.
Coach analysts on incident ownership, customer service, data quality and operational best practices.
Maintain a structured improvement backlog with clear ownership, outcomes and success measures.
Escalate capacity or resource risks to ensure sustainable service delivery.

Qualifications

ABOUT YOUR SKILLS

Experience leading Service Desk shifts or acting as a senior operational escalation point.
Experience in incident coordination, queue management, coaching and operational reporting.
Working knowledge of ITIL practices and Major Incident Management.
Experience using operational data and dashboards to drive decisions and performance improvements.
Strong operational leadership with the ability to prioritize work and maintain service ownership.
Proven capability in Major Incident coordination and escalation management.
Customer-focused mindset balancing service restoration, quality and stakeholder confidence.
Strong analytical skills with the ability to interpret operational indicators and proactively manage risks.
Knowledge of AI, automation and digital support capabilities.
Understanding of ServiceNow processes, workflow governance and CMDB data quality principles.
Ability to coach teams, develop capability and drive continuous improvement.
Effective communication and governance reporting skills.

Required

Minimum 5 years of experience in IT, Service Management, Operations or a related field.
ITIL Foundation certification or equivalent IT Service Management knowledge.

Accountabilities For Success

Maintain effective shift control with clear ownership and structured handovers.
Deliver timely coordination of Priority 1 and Major Incidents.
Improve operational discipline, data quality and technology adoption.
Identify and mitigate service, capacity and customer risks proactively.
Contribute to a measurable pipeline of improvements across AI, automation, ServiceNow, knowledge management and CMDB maturity.

NICE-TO-HAVE

Experience with Service management, ServiceNow,Service Now training or certification, CMDB, AI, automation or self-service technologies.
Experience operating within multi-location or follow-the-sun support environments.
Experience in people leadership, workforce management or quality assurance functions.
Certifications in leadership, automation, analytics, service management or continuous improvement.

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.

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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International—available to all employees—to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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.

Salary / Compensation Note

Hidden (-999)

Senior Specialist/Engineer Service Operations - Team Lead