The Site Manager position requires regular on-site presence, and active engagement with airport stakeholders, and availability to lead major incidents, service restorations, and critical operational decisions affecting airport systems and customer services. Due to the complexity of the operation, the position requires a combination of technical knowledge, leadership capabilities, customer management, and operational decision-making in a 24/7 airport environment. 

What You Will Do:  

• Lead the overall airport site operation, ensuring the safe, reliable, and efficient delivery of airport technology services while meeting contractual commitments, service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction, and business continuity objectives.  

• Serve as the primary point of contact for airport customers, airlines, airport authorities, vendors, and internal stakeholders, building strong business relationships and ensuring effective communication, coordination, and service delivery.  

• Provide 24/7 management escalation support for critical operational incidents by leading major incident response, coordinating technical resources, communicating with stakeholders, and driving timely service restoration.  

• Lead, develop, and manage the on-site technical team by overseeing staffing, recruitment, onboarding, scheduling, performance management, coaching, training, succession planning, employee relations, and workforce development in accordance with company policies and local labor regulations.  

• Manage operational and financial resources, including budgeting, forecasting, procurement, inventory, asset utilization, and workforce planning, ensuring the availability of personnel, equipment, spare parts, tools, and materials required to support continuous airport operations.  

• Oversee the installation, maintenance, troubleshooting, repair, upgrade, and operational readiness of airport technology systems, including FIDS, CUPPS, CUSS, SBD, and related infrastructure, while providing hands-on technical support when operationally required.  

• Monitor operational performance through SLAs, KPIs, system availability, response times, preventive maintenance, service quality, and operational reporting, implementing corrective actions and continuous improvement initiatives to enhance operational efficiency and customer satisfaction.  

• Lead operational risk management, business continuity planning, root cause analysis, and recovery activities to minimize operational disruptions and ensure the availability of critical airport systems.  

• Coordinate operational changes, maintenance activities, service requests, projects, and technical escalations with customers, airport stakeholders, vendors, and internal support teams to minimize operational impact.  

• Ensure compliance with contractual obligations, company policies, safety standards, airport security requirements, software licensing, asset management, configuration management, information security, cybersecurity, and all applicable regulatory and customer requirements.  

• Prepare and present operational reports, performance metrics, service trends, and business recommendations to management and customers, supporting data-driven decision-making and operational excellence.  

• Deliver technical guidance, product training, and post-sales support to customers and internal teams while promoting a culture of safety, accountability, teamwork, customer focus, continuous improvement, and operational excellence. 

• Communicate effectively in English, both verbally and in writing, with customers, airport stakeholders, vendors, and internal teams to support daily operations and service delivery. 

Qualifications You Must Have: 

• A University Degree in Computer Science, Information Technology, or a related field or equivalent experience and minimum 2 years of prior relevant experience, or An Advanced Degree in a related field 

• 3-5 years of experience in technical operations, maintenance, field services within the airport, airline, or aviation industry, or IT infrastructure within airport or airline. 

• 2+ years of experience as a Site Manager, Systems Administrator, Field Service Supervisor, or in a similar technical leadership role with responsibility for leading technicians or operational teams. 

• Experience managing 24/7 operations and SLA-driven environments. 

• Intermediate English proficiency 

Qualifications We Prefer: 

• 3+ years of experience managing customer relationships in a technical or operational environment. 

• Proficient in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint). 

• VMware and virtualization technologies. 

• Networking fundamentals. 

• Active Directory and Group Policies. 

• Incident, Problem, and Change Management. 

• ITIL service management practices (preferred). 

• Airport technologies including FIDS, CUPPS, CUSS, SBD, and supporting infrastructure.