Site Manager – Managed Services (Vietnam Airports)

·       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.

·       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 minimise business impact.

·       Collaborate with Collins regional teams, project delivery teams, engineering, cybersecurity, and product support organisations.

·       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.

·       Strong experience managing technical operations within airport, aviation, or mission-critical IT environments.

·       Working knowledge of airport operational systems such as CUPPS, CUSS, AODB, FIDS, BRS, RMS, or related airport technologies.

·       Experience leading technical support or Managed Services teams.

·       Strong customer relationship and stakeholder management skills.

·       Excellent troubleshooting, incident management, and operational decision-making abilities.

·       Experience managing SLAs, KPIs, service reporting, and continual service improvement.

·       Strong communication and leadership skills with the ability to engage both technical and non-technical stakeholders.

·       Ability to prioritise multiple operational activities in a fast-paced airport environment.

·       Achievement of contractual SLA and KPI targets.

·       Customer satisfaction and service review outcomes.

·       System availability and operational reliability.

·       Major incident response and resolution performance.

·       Delivery of preventive maintenance and operational improvements.

·       Team capability development and resource utilisation.

·       Successful execution of service transitions and operational projects.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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