Operations Manager - Airline Cargo

- Manager - Service Management (Cargo)

Location: Mumbai

Role Purpose

The Manager - Service Management, leads the team of professionals at Accelya that take care of customers/airlines issues faced when they are using Accelyas Cargo system. The objective of this group is to resolve the issues at the earliest and ensure that the customers system is performing optimally.

The overall process of incident management involves governing processes across incidents, problems, change and service request management and driving excellence in service operations.

Duties & Responsibilities

• Lead and manage the group, providing direction, coaching and performance management
• Work in close partnership with engineering, infrastructure and other teams to resolve issues for customers
• Ensure customer issues are resolved within agreed SLAs, monitored and consistently met
• Report on service quality, SLA performance and operational risk to senior leadership
• Drive automation and AI adoption to improve service detection and restoration
• Utilize the ITIL service management standards & processes to improve the governance and reporting
• Lead service improvement initiatives, using data and customer feedback to drive measurable quality improvements
• Lead customer meetings including (not limited to) business reviews, escalations etc.

Required Experience & Skills

• 10-15 years of experience managing customer support, with at least 5 years of people management
• Strong experience on working with CRM based ticketing tools, supporting Tier-1 ERP applications
• Proven track record of delivering service quality and SLA compliance
• Strong leadership, analytics and stakeholder management skills
• Bachelors degree in IT or related field
• Excellent verbal and written communication skills.
• Analytical and critical-thinking mindset.
• Ability to multitask and prioritize effectively.

Preferred Experience & Skills

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  Experience in airline cargo domain
• Exposure to ITIL practices and experience with AI-powered ITSM platforms
• High level knowledge on Oracle, Java frameworks
• Track record of using service analytics and AI insights to drive continuous improvement and demonstrate value
• Deep knowledge of ITSM best practices in airline technology environments

What do we offer

• An opportunity to work with industry leading & AI powered technologies
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An excellent, dynamic and multicultural environment to work in

About Accelya

Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com