Nick Davies
About Nick Davies
Nick Davies is the Manager of the Enterprise Service Desk at SITA, where he oversees mission-critical incidents for over 200 airlines. With extensive experience in aviation management and incident response, he has worked in various roles within the industry since 1992.
Work at SITA
Nick Davies has been employed at SITA as the Manager of the Enterprise Service Desk since 1998. In this role, he manages mission-critical incidents, ensuring rapid response times, particularly for Air Traffic users with service level agreements of less than 10 minutes. He oversees major incidents that impact over 200 airlines, collaborating with Original Equipment Manufacturers (OEM) such as Rolls-Royce and Airbus. His responsibilities include utilizing ServiceNOW for incident escalation and coordinating cross-functional teams via Teams bridge to facilitate swift issue resolution. He also engages in Continuous Service Improvement (CSI) initiatives to enhance service delivery for airline customers.
Background
Nick Davies has a diverse background in aviation and incident management. He began his career at Serco, where he worked as a Senior Air Traffic Control Assistant from 1992 to 1997. Following this role, he briefly served as a Flight Operations Officer at AIR HARRODS LIMITED in 1997. His extensive experience in managing incidents in the aviation sector has equipped him with the skills necessary to handle complex situations effectively.
Education and Expertise
Nick Davies studied at London Metropolitan University, where he earned a Bachelor of Science degree in Aviation Management with First Class Honours from 2004 to 2010. He also completed an Aviation Foundation course at Open Tech Aviation, achieving NVQ Level 3 from 1995 to 1996. Additionally, he attended Newtown School in Waterford, where he completed O/A-levels. His educational background provides a strong foundation for his expertise in aviation management and incident response.
Achievements
Throughout his career, Nick Davies has managed a network of 3,500 VHF stations that transmit airline telemetry across three cloud environments located in Singapore, Frankfurt, and Atlanta. His role in the London Major Incident Management team highlights his capability in handling significant incidents affecting numerous airlines. His engagement in Continuous Service Improvement initiatives reflects his commitment to enhancing service delivery within the aviation industry.