About Us

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

The Director, Global Support & Operations will serve as the operational cornerstone of our technology leadership team, responsible for orchestrating enterprise-wide support operations and system integration initiatives across our global footprint spanning EMEAA, APAC, and the Americas.

Enterprise Technology Support Operations

• Direct all aspects of enterprise technology support operations across EMEaAA, APAC, and the Americas, encompassing infrastructure, applications, help desk, and field services
• Architect and execute a world-class support delivery model that balances centralized governance with regional responsiveness
• Modernize tools, platforms, and methodologies, evaluating and implementing next-generation ITSM solutions, knowledge management systems, remote support technologies, and AI-augmented diagnostic capabilities
• Elevate service delivery standards while engineering the technical frameworks that enable business agility and competitive advantage
• Provide integration leadership throughout major technology initiatives, including ERP implementations, cloud migrations, M&A technology integrations, and digital transformation programs
• Champion API-first design principles and establish enterprise API management capabilities that facilitate partner connectivity, enable digital innovation, and support real-time data synchronization across operational and analytical systems
• Build trusted relationships with business leaders, vendors, and partners, translating technical strategies into business value

Service & Incident Management

• Establish, monitor, and continuously enhance service level agreements (SLAs) and operational level agreements (OLAs)
• Implement data-driven approaches to identify performance gaps, optimize resource allocation, and drive year-over-year improvements in service delivery metrics
• Oversee enterprise-wide incident management, problem management, and major incident response protocols, ensuring rapid escalation pathways, effective root cause analysis, and systematic elimination of recurring issues
• Implement robust change management, access control, and security protocols within support and integration operations
• Design and maintain support continuity plans and integration failover capabilities that ensure business resilience during disruptions

Vendor & Budget Management

• Manage multi-million-dollar operational budgets encompassing personnel, tools, vendor contracts, and professional services, optimizing spend efficiency
• Negotiate and manage relationships with managed service providers, technology vendors, system integrators, and outsourcing partners, ensuring contractual compliance, service quality, and strategic value realization

Global Team Leadership & Development

• Build, mentor, and retain high performing technical teams capable of supporting 24/7/365 global operations
• Create opportunities for career progression and ensure that teams receive appropriate and necessary training and development
• Foster a culture of operational discipline, continuous learning, and innovation
• Implement collaborative working models that transcend geographical boundaries, ensuring knowledge sharing and consistency of approach across regional teams

Key Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or related technical discipline required
• Master’s degree in Business Administration, Technology Management, or related field strongly preferred
• Relevant professional certifications highly valued: ITIL Expert, relevant vendor certifications (Microsoft, AWS, ServiceNow, Mulesoft)
• 15+ years of progressive technology leadership experience with minimum 5 years in senior management roles within enterprise technology organisations
• Proven track record of building and scaling global support operations across multiple geographies and time zones, with demonstrable improvements in service delivery metrics and customer satisfaction
• Extensive Platform experience including architecture, implementation, and operational support of enterprise platforms
• Multi-region leadership experience with direct accountability for teams spanning EMEA, Americas, or Asia-Pacific regions, demonstrating cultural competency and ability to operate effectively across organizational and geographical boundaries
• Aviation, transportation, logistics, or field operations sector experience preferred with understanding of operational technology environments
• Enterprise Systems Expertise: Deep understanding of enterprise application landscapes including ERP systems (SAP, Oracle, NetSuite), CRM platforms (Salesforce, Microsoft Dynamics), and operational systems specific to aviation/logistics environments
• Integration Technologies: Comprehensive knowledge of integration paradigms (SOA, microservices, event-driven architecture), integration platforms (MuleSoft, Dell Boomi, IBM Integration Bus, Azure Integration Services), and API management frameworks
• ITSM Frameworks & Tools: Mastery of IT Service Management best practices, experience implementing and optimizing ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management), and expertise in support analytics and reporting
• Cloud & Infrastructure Technologies: Solid understanding of hybrid cloud architectures (AWS, Azure, GCP), infrastructure monitoring and observability tools, and DevOps/SRE practices as they relate to support operations and system reliability
• Security & Compliance: Working knowledge of information security principles, identity and access management, data protection regulations (GDPR, CCPA), and industry-specific compliance requirements