Team Leader Digital Customer Operations

Lead SITA’s Digital Customer Operations team through critical incidents, service changes and professional development. Combine operational accountability with clear communication and coaching.

Responsibilities

• Lead, coach and motivate the DCO team with responsibility for performance, escalations, ticket quality, process compliance and delivery under pressure.
• Set direction, review individual/team goals, give feedback, develop careers, strengthen engagement and resolve internal conflicts constructively.
• Coordinate critical incidents from detection to restoration, assess severity and trigger crisis response, lead recovery calls and keep executives/stakeholders consistently informed.
• Document timelines/actions, investigate causes across teams, improve escalation policies and conduct post-incident reviews and trend/response-impact reporting.
• Assess training needs, create onboarding and technical/case/customer-communication programmes, deliver workshops/refresher courses and coach practical application.
• Align training with operations/quality and emerging practices; own change requests and governance across portfolios, including chairing the Change Control Board.

Required and preferred qualifications

• At least 7 years of relevant travel-industry experience, preferably airline-system application support/delivery, and at least 5 years managing people.
• A relevant university degree or equivalent experience, with ITIL Foundation as the minimum certification.
• Leadership, problem-solving and incident management plus stakeholder/customer management, communication, influencing, negotiation and strategic planning.
• Project management, collaboration, incident/service-request management, ITIL, networks, application support and ITSM ticketing knowledge.

Benefits and compensation

• Up to two home-working days per week depending on team needs, flexible working-day arrangements and up to 30 work-from-anywhere days per year.
• An employee-assistance programme for employees and dependants available around the clock, plus Champion Health wellbeing support.
• Professional development aligned with the role and business needs through learning platforms/programmes, and market/employment-status-dependent benefits; no numerical salary is provided.
• The employer states an equal-opportunity policy and encourages applicants from diverse backgrounds, including people with disabilities.

Professional development

• Learning resources named by the employer include LinkedIn Learning, Microsoft Enterprise Skills Initiative and Airports Council International, with specialized programmes such as Pluralsight, Harvard Business Publishing and Stanford aligned to development plans.

Application and workplace

Work location: Amman, Jordan. Employer posting date: 2026-09-24. Submit your application through the linked official employer vacancy page.