Manager - Service Management
Core
Lead and manage a customer support group for airline cargo processes, ensuring SLA compliance and driving service quality improvements.
Role type
Manager, Service Management (Cargo)
Builds
Airline cargo financial and commercial processes
Domain
Airline industry / IT Service Management
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
People management, SLA management, stakeholder management, analytics, leadership, CRM ticketing tools, ERP support
Preferred skills
Airline cargo domain knowledge, AI-powered ITSM platforms, Oracle, Java frameworks, service analytics
Technologies
CRM, ERP, Oracle, Java, AWS, ITSM platforms
Responsibilities
Lead and manage the group providing direction and coaching, resolve customer issues with engineering and infrastructure teams, report on service quality and operational risk, drive automation and AI adoption for service detection, lead service improvement initiatives using data and feedback, lead customer meetings including business reviews and escalations
Seniority
Manager, people leadership