Customer Operations Lead Specialist

About the role

SITA is looking for a Customer Operations Lead Specialist to ensure our customers achieve maximum value from our Service Management solutions. You will act as a trusted business partner, driving product adoption, managing escalations, and supporting revenue growth across Algeria and other African markets.

Key responsibilities

• Develop strong partnerships with customer channel partners and SITA executive sponsors to drive adoption and mitigate renewal risk.
• Serve as the voice of the customer within SITA, providing proactive, tactical advice.
• Own end‑to‑end operational escalation management, addressing issues early to prevent dissatisfaction.
• Collaborate with Sales to identify and close renewal and expansion opportunities.
• Lead continual process improvement initiatives, recommending service upgrades and monitoring risk areas.
• Maintain thorough knowledge of SITA products and services through ongoing training.
• Manage client service staff and third‑party suppliers according to contract specifications.
• Contribute to proposals by identifying local operational factors and cost impacts.

Required profile

• Bachelor’s degree in IT, Telecom, or a related field.
• 4–7 years of customer‑facing experience, preferably in service management or telecom environments.

Required skills