· Lead the day-to-day technical operations and service delivery for Collins-managed airport systems across the assigned airports.
· Ensure the continuous availability, reliability, and performance of all supported systems in accordance with contractual Service Level Agreements (SLAs).
· Oversee incident, problem, change, and service request management to minimise operational disruption.
· Provide operational leadership during critical incidents, system outages, and major airport operational events.
· Participate in an on-call roster and provide management support during non-business hours when required.
· Serve as the primary operational point of contact for airport management, airlines, and other customer stakeholders.
· Develop and maintain strong customer relationships through regular operational meetings, monthly service reviews, and proactive communication.
· Coordinate customer escalations and ensure issues are resolved within agreed service levels.
· Manage customer requests for enhancements, additional services, and operational improvements.
· Support contract delivery by monitoring customer satisfaction and identifying opportunities for service improvement.
· Provide technical leadership for Collins airport solutions, including CUPPS, AODB, FIDS, AirPlan, AirVue, and integrated airport systems.
· Coordinate system maintenance, software upgrades, preventive maintenance, and operational health checks.
· Ensure root cause analysis (RCA) is completed for major incidents and corrective actions are implemented.
· Review operational trends, system performance, and recurring issues to improve service reliability.
· Coordinate with Engineering, Product Support, Cyber Security, and Development teams for complex technical issues.
· Lead, mentor, and develop the local Managed Services engineers.
· Ensure appropriate staffing levels, shift coverage, and resource planning to support 24×7 operations where applicable.
· Assign work priorities and manage escalation paths for operational incidents.
· Identify training requirements and ensure engineers maintain the technical competencies required to support Collins products.
· Conduct regular performance reviews, coaching sessions, and knowledge-sharing activities.
Service Delivery & Governance
· Ensure services are delivered in accordance with the Service Delivery Plan, operational procedures, and contractual obligations.
· Monitor SLA and KPI performance and implement continual service improvement initiatives.
· Prepare operational reports, customer service reviews, and management dashboards.
· Support audits, operational reviews, and customer governance meetings.
· Coordinate planned maintenance activities and operational changes to minimize business impact.
· Collaborate with Collins regional teams, project delivery teams, engineering, cybersecurity, and product support organizations.
· Liaise with airport operations, airline representatives, third-party vendors, and local service providers.
· Support new project deployments, system transitions, and operational handovers into Managed Services.