Senior Client Service Representative

Overview
WELCOME TO SITA
SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.
About The Role & Team
At SITA, we are seeking a motivated Customer Success Manager to join our team. You will be the primary liaison for airline and government customers, ensuring system reliability, driving value realisation, and maintaining security compliance. This role requires an Australian citizen with proven airline-industry experience and a background in government-sector engagements.

What You Will Do

• System Support and Maintenance
• Respond to and resolve support requests in a timely manner
• Monitor system performance and availability
• Coordinate with development and infrastructure teams to implement fixes and enhancements
• Vulnerability Scanning Management
• Schedule, execute and oversee regular vulnerability scans
• Analyse scan reports and document findings
• Prioritise, track, and verify remediation activities with internal and external teams

Reporting and Analysis

• Produce weekly, monthly, and ad-hoc performance and security reports
• Present insights to stakeholders, highlighting trends and risk areas
• Recommend process improvements to enhance system stability and security

On-Call Duties

• Participate in a rotating on-call roster outside standard business hours
• Triage incidents, coordinate escalation and ensure prompt resolution
• Maintain accurate incident logs and conduct post-incident reviews

Customer Engagement

• Build and maintain strong relationships with government and airline clients
• Conduct regular check-ins to assess satisfaction and identify opportunities for upsell
• Develop customer success plans to maximise adoption and ROI

Qualifications
EXPERIENCE:

• Australian citizenship (mandatory)
• Minimum of 3 years' experience in a customer-facing role within the airline industry
• Demonstrated experience working with government customers and adhering to their procurement and security frameworks
• Solid technical aptitude, including hands-on experience with vulnerability scanning tools (e.g. Nessus, Qualys)
• Excellent verbal and written communication skills, with the ability to simplify complex technical concepts
• Strong problem-solving skills and the ability to work under pressure
• Certifications such as CISSP, CISM or ISO 27001 Lead Implementer
• Familiarity with ITIL practices and incident management processes
• Experience with service-desk platforms (e.g. ServiceNow, Jira Service Management)
• Background in reporting tools (e.g. Power BI)

What We Offer
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:

Work Flexibility:
Work from home up to 2 days/week (depending on your Team's needs).You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

Employee Wellbeing:
Employee Assistance Program
(EAP)
provided by SITA is a yearly free service for practical advice in any part of your life.

Professional Development:
Unleash your potential with our training offers via Coursera

Flex-location:
Benefit for 30 working days from anywhere around the world each year

Competitive benefits
according to the local market

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
.