General Manager & Commercial Director

Overview

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward-we're proud to be recognized as a Great Place to Work ® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

Role Overview

The General Manager & Commercial Director is SITA's most senior representative at Manchester Airports Group (MAG), holding end-to-end accountability for the strategic leadership, commercial success and operational performance of the MAG account across Manchester, Stansted and East Midlands.

This is the single empowered leader at the heart of the partnership — a director-equivalent role, new to the model, that combines commercial accountability, deep customer relationship management and full operational leadership. It exists to give MAG one accountable partner: one leader who owns the outcome, one structure responsible for delivery, and one operating rhythm that governs how the service performs, improves and evolves. The role drives revenue growth and customer satisfaction while leading the transition to, and maturity of, the managed service (ITO) model that positions SITA as MAG's strategic long-term partner.

Key Objectives

• Lead all commercial activities for the MAG account
• Act as SITA's senior site leader and single point of accountability for service performance across MAN, STN and EMA, working in full collaboration with MAG Ops senior management.
• Embed and mature the partnership, positioning SITA as MAG's strategic long-term partner and the showcase EURO reference for managed services.
• Own the longer-term direction of the partnership, connecting day-to-day delivery to MAG's future ambitions, including airline onboarding, the Stansted transformation, Terminal 3 planning and wider service expansion under Nexus: Expand.

Key Responsibilities

Commercial Leadership

• Serve as the trusted advisor to MAG, developing and maintaining deep CxO-level relationships.
• Formulate and execute a strategic business plan aligned with MAG's mission, values and growth objectives.
• Lead all sales and business development activities, ensuring sustainable, profitable growth and customer satisfaction.
• Identify and pursue new business opportunities, particularly those extending the managed service and enabling Nexus: Expand into adjacent domains.
• Own the commercial model, including the rebate framework, Innovation Fund governance and value-return mechanisms, promoting SITA's full value proposition against MAG's strategic priorities and sustainability goals.

Service Leadership & Operational Accountability

• Hold full accountability for service performance across MAN, STN and EMA, with all other roles reporting through this position, directly or via a dotted line.
• Own service delivery, stakeholder alignment, continuous improvement and strategic direction, acting as the strategic interface between SITA and MAG, not just an operational manager.
• Be empowered to direct all operational teams and elevate within SITA centrally, resolving cross-functional challenges without requiring MAG intervention.
• Ensure governance, innovation and improvement are driven from within the partnership, chairing the governance rhythm of Monthly Service Reviews, Quarterly Business Reviews, Problem Management Forums and Innovation & Roadmap Sessions.
• Provide executive oversight during transition, assuming full authority as the model matures into steady-state operation.

Customer Engagement & Account Management

• Gain a deep understanding of MAG's business, strategy and operational needs to anticipate and deliver value.
• Create opportunities to provide unique perspectives and insights, reframing customer challenges to drive mutual success.
• Build and maintain a robust sales pipeline, collaborating with Marketing for demand generation and ensuring accurate sales forecasts.
• Ensure all customer requests are fulfilled and services delivered on time and to agreed standards.
• Drive two-way communication with MAG, linking customer priorities directly to SITA's capabilities and outcomes.
• Support cash collection and resolve commercial or contractual issues to maintain the financial health of the account.

Leadership & Team Development

• Lead and inspire the SITA on-site team, fostering collaboration, engagement and high performance across the Nexus organisation.
• Build and manage a virtual team across Business Development, Solution Design, Commercial Management, and Bid and Pricing Management, ensuring strong alignment and accountability.
• Effectively delegate and allocate work, develop team members, and coach individuals for career growth and performance excellence.
• Identify and secure resources from other functions as required, ensuring optimal delivery and customer satisfaction.

Qualifications

Education & Qualifications

• Bachelor's degree in Business, Management or a related field. Equivalent professional experience may be considered.

Experience & Skills

• 10+ years' experience in commercial leadership or sales, ideally within the Aviation, Travel or IT sectors.
• Proven success in managing strategic accounts and large-scale commercial relationships, with full P&L accountability.
• Demonstrated ability to build executive-level relationships and influence decision-making at CxO level.
• Track record of negotiating, closing and managing complex contracts, including managed service / ITO agreements.
• Strong understanding of ATI (Air Transport Industry) business models, technologies and market trends.
• Experience leading diverse, matrix-based international teams and running an integrated operational delivery structure.
• Excellent communication, negotiation and stakeholder management skills.
• Highly customer-focused, proactive and results-driven leader with the ability to inspire and motivate teams.
• Fluent in English (both written and spoken).

Alignment with MAG's Mission and Values

This role directly supports MAG's mission to connect customers to the world through exceptional airport experiences and innovative travel solutions. The General Manager & Commercial Director will embody MAG's core values:

• Safe Hands – Delivering reliable, high-quality outcomes.
• Growing Every Day – Driving continuous improvement and innovation.
• People at Our Core – Building trust, engagement and collaboration.
• Sustainable Future for All – Championing environmental and social responsibility.
• Power of Teamwork – Leading by example and fostering a culture of shared success.

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)

Flex Day: Make your workday suit your life and plans.

Flex-Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

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