Manager IT – Airport Operations Support

Description

Job Purpose

Lead the support of mission-critical Airport Operations systems, ensuring high availability, stability, performance, and security across a 24/7 environment.

The role is responsible for end-to-end service ownership, including incident, problem, change, and release management, as well as driving continuous service improvement and operational readiness for new systems.

Key Responsibilities

Operations & Service Management

• Own end-to-end support of Airport Operations systems, ensuring defined SLAs and performance targets are met
• Lead incident and major incident management, including root cause analysis and corrective actions
• Manage change, release, and configuration processes to minimise operational disruption
• Oversee integrations, patches, and minor enhancements with internal teams and external vendors
• Monitor service KPIs (availability, MTTR, backlog, user satisfaction) and drive improvements

Service Improvement & Delivery

• Conduct service reviews and implement continuous improvement initiatives
• Ensure smooth transition of new solutions into BAU support (documentation, training, monitoring)
• Manage system lifecycle including upgrades, patching, and obsolescence planning
• Drive operational excellence through proactive monitoring and performance management

Stakeholder & Vendor Management

• Act as escalation point for business-critical issues and system outages
• Manage vendors, contracts, and support SLAs to ensure performance and value
• Collaborate closely with Airport Operations, IT teams, and Transformation team
• Support procurement activities by providing technical requirements and recommendations

Governance, Risk & Compliance

• Ensure compliance with IT Service Management (ISO 20000) and Information Security (ISO 27001) frameworks
• Maintain documentation including SLAs, SOPs, and service catalogues
• Manage operational risks (e.g., system obsolescence, single points of failure)
• Ensure data protection and security compliance across all supported systems

Business Continuity & Security

• Ensure disaster recovery and business continuity readiness and testing
• Coordinate with cybersecurity teams on vulnerability management and audits
• Maintain system resilience and recovery procedures

Leadership Responsibilities

• Lead and manage a team of IT support professionals in a 24/7 environment
• Set direction, priorities, and performance objectives aligned to business goals
• Coach, mentor, and develop employees, including succession planning
• Support national talent development initiatives

Qualification

Education

• Bachelor’s Degree in IT, Engineering, or related field

Experience

• Minimum 8 years of experience in IT application/platform support
• At least 5 years leading teams and delivering large IT programmes
• Experience in airport systems (e.g., AODB, BHS, terminal operations platforms)
• Experience working in 24/7 operational environments

Skills & Competencies

• Strong knowledge of IT Service Management (ITIL practices)
• Proven ability to manage incidents, changes, and service delivery
• Strong stakeholder and vendor management skills
• Ability to lead teams, manage workload, and drive performance
• Excellent communication, problem-solving, and decision-making skills