Data Applications Support Manager

Employment Type: Permanent
Contract Duration: 

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

About the team you are joining

You will be joining Information & Data (I&D) Applications Support team in Geneva reporting to the Head Platform Management and Support Services.  We oversee I&D operations 360° to ensure IATA applications are running smoothly and efficiently.

What your day would be like

You will be accountable for a portfolio of Data applications and will need to ensure that any bugs, service requests, maintenance demands or enhancements raised are resolved within the agreed SLA while keeping quality standards.

You will ensure that all business and I&D teams follow the IATA devops process. You will suggest and lead continuous  improvement activities around it. 
You will work with 3rd party providers to ensure all documentation is kept up to date and accessible in IATA’s document management systems (JIRA and Confluence).
Methodology will be ITIL and Agile (Scrum and Kanban).
Main responsibilities will be
Management and coordination of Application support services lifecycle end to end:
Have all the process; back-to-back; under your radar and make sure all main service KPI are being fulfilled and properly tracked.
Make escalations on time in case we are having exceptions.
Suggest and lead continuous improvement actions around current process.
Coordination with I&D and Business stakeholders:
Manage the regular reviews of service satisfaction with our business customers
Be the escalation point around service delivery to business stakeholders.
Provide periodic feedback and reporting to business stakeholders.
Lead communication and coordination with business and I&D stakeholders to make sure required resources are aligned and priorities across-function.
Work closely with Data team to address specific needs. 
I&D Partner coordination:
Manage and guide the outsourced support and vendor teams,  In line with IATA guidelines and processes.
Ensure performance reviews against SLA and contract, as well as quality assurance of delivered output by vendors are done regularly.
Lead continuous improvement actions around the vendor team.
Manage IATA vendor contracts.
Budget, planning and reporting:
Setup and issue periodic planning and reporting of the pipeline of application support services
Align priorities and action plans with key stakeholders.
Keep track of budget, cost approvals, invoices, and cross-charges

Travel Required: N