Manager service operations - doha airport

OverviewRapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements.Role ResponsibilitesWe are looking for an experienced Service Delivery & Program Manager to lead and manage the Service Programme in Qatar. This role is responsible for ensuring operational excellence across service delivery, customer satisfaction, commercial performance, and team leadership.Based primarily in Doha, the role requires regular interaction with customers, distributors, and internal stakeholders, with occasional travel to customer sites at short notice.ResponsibilitiesOwn and manage all aspects of the Service Programme in Qatar, ensuring delivery against customer requirements and KPIsAct as the single point of contact and escalation for all service-related mattersLead, manage, and develop the in-country field service team, including rostering, annual leave, performance management, and annual reviewsManage distributor relationships, including performance reviews, feedback sessions, and continuous improvement initiativesProactively manage customer relationships through regular reviews, site visits, and performance reportingOversee service contracts, including PO tracking, invoicing, payment follow-ups, and achievement of projected monthly revenuePrepare and manage service budgets per site, including installation costs and financial performance trackingProvide regular internal and customer-facing reports using CRM data and KPIsDevelop and implement service standards, processes, and quality management systemsCoordinate with Projects, Engineering, Product Line, Sales, Contract Management, and EMEA Service teamsEscalate technical issues to Engineering and drive timely resolutionSupport tenders and bids in collaboration with Sales, Projects, and Bid teamsEnsure compliance with health, safety, regulatory, and risk mitigation requirementsTake on authorised signatory responsibilities in-country, including visas, residency renewals, and sponsorship transfersOversee inventory planning, logistics, and regulatory complianceSupport asset management strategies to optimise equipment performance and lifecycleQualificationsProven experience in service delivery, programme management, or operations managementDemonstrated people management experience in a technical or engineering environmentStrong stakeholder management and customer-facing skillsDegree in Engineering (Electrical or Mechanical) or Management; PMP desirableKnowledge of baggage handling systems operation and maintenance is a strong advantageFluency in Arabic and English is essentialStrong financial and commercial acumen related to service operationsAdvanced proficiency in MS Office (Word, Excel, Power Point, Power BI, Project)Experience with CRM systems; ERP exposure (SAP or Navision) is beneficialExcellent communication, problem-solving, prioritisation, and time-management skills