Sam Towler

Customer Operations Manager @SITA

Manchester, GB

Accountable for the performance and commercial governance of a £30 million contract. Overseeing end‑to‑end service delivery for check‑in and baggage systems, managing vendor performance,procurement decisions and local budget. Managing challenges from stakeholders, I drivealignment on operational priorities, risk management and continuous improvementinitiatives to ensure customer satisfaction. Leading a team, I have streamlined internalprocesses and procedures to ensure contractual SLAs are met, leading to incident volumesreducing by over 30% in a 3-month period. Producing and delivering reports to c-suitestakeholders regarding KPIs, strategic roadmaps and customer feedback.