Site Manager – Managed Services (Long Thanh Airport - LTH)

Location: VN-HN-HANOI-NOIBAI AIRPORT-CUST ~ Noibai International Airport ~ CUTE CORE RM, Lvl 1, Term 2 (External Site)

 Position Role Type: Unspecified Key Responsibilities Operational Leadership ·        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. Customer Management ·        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. Technical Operations ·        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.

Leadership ·        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. Stakeholder Management ·        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. Required Skills and Experience ·        Strong experience managing technical operations within airport, aviation, or mission-critical IT environments. ·