Customer Service Manager - Middle East All Genders

Frequentis; Dubai; Presencial; AED 350 000 - 500 000; Tempo integral

Resumo da oferta

Frequentis Group, headquartered in Vienna, supplies mission-critical communication systems. As Customer Service Manager for the Middle East, you will be the primary contact for a portfolio of customers during their systems’ lifecycle, coordinating with engineering, partners and sales to ensure delivery of support and maintenance.

You will lead service reviews, manage contracts, and identify improvements; travel 10–30% across the region and internationally.

Qualificações

• Experience in complex IT, telecommunications, aviation or public-safety environments.
• Strong ability to manage customer relationships and service improvement initiatives.
• Experience handling service agreements, escalations, and reviews.

Responsabilidades

• Manage service contracts, support services, and change requests for Middle East customers.
• Act as the primary customer contact for operational service matters, reviews and escalations.
• Coordinate major incidents with engineers, support teams, partners and customers.
• Identify opportunities to improve services and develop change requests with customers and sales.
• Build and maintain long-term customer relationships through proactive engagement and service reviews.
• Supervise resources, budgets, profitability and service performance with reporting.
• Support presales and sales with service solutions and proposals.
• Lead discussions on service enhancements and contract changes with stakeholders.

Conhecimentos

Service Delivery Management

Customer Relationship Management

Contract Management

ITIL Knowledge

Stakeholder Management

Travel Willingness

Formação académica

Technical education in computer engineering / information technology

Descrição da oferta de emprego

Job Description:

Job Introduction

Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience.

As Customer Service Manager for the Middle East market, you will be the primary point of contact for a portfolio of customers during the operational lifecycle of their systems. You will work closely with customers, engineering teams, partners, and sales colleagues to ensure successful delivery of support and maintenance services, coordinate service escalations, and identify opportunities for service improvements and system enhancements. The role combines customer relationship management, service delivery management, contract management, and business development within mission-critical environments. You will be supported by an international team of experienced service managers, engineers, and domain specialists while building long-term partnerships with customers across the region. A dynamic and successful team awaits you in Dubai with a strong corporate culture and an international working environment.

Key Tasks

• Manage service contracts, support services, and change requests for customers operating mission-critical systems across Air Traffic Management, Civil Aviation, and Public Safety environments in the Middle East region.
• Act as the primary customer contact for operational service matters, service reviews, escalations, and lifecycle planning.
• Coordinate major incidents, problem management activities, and service escalations in cooperation with system engineers, support teams, partners, and customers.
• Identify opportunities to improve customer services, enhance existing systems, and develop change requests in cooperation with customers and the local sales team.
• Build and maintain long-term customer relationships through proactive engagement and regular service reviews.
• Supervise resources, budgets, profitability, and service performance while providing internal and external reporting.
• Support presales and sales activities through the development of service solutions, technical documentation, and service proposals.
• Lead customer discussions related to service enhancements, change requests, and contract variations, coordinating the preparation of technical and commercial proposals with the relevant internal stakeholders.

Key Qualifications

• Experience as Service Delivery Management, Customer Service Management, Technical Account Management, or Project Management within complex IT, telecommunications, aviation, public safety, or other mission-critical environments.
• Strong customer relationship management skills, commercial awareness, and the ability to build trusted long-term partnerships with customers and stakeholders.
• Experience managing customer-facing service agreements, operational escalations, service reviews, and continuous service improvement activities.
• Solid technical understanding of IT and telecommunications environments combined with practical experience in service management processes (ITIL certifications an advantage).
• Completed technical education in computer engineering, telecommunications, information technology or a comparable discipline.
• Experience working within aviation, public safety, telecommunications, transportation, utilities, healthcare, or other mission-critical environments is highly valued.
• Strong communication, negotiation, and stakeholder management skills.
• Excellent English language skills (written and spoken), Arabic is an advantage.
• Willingness to travel across the Middle East Region and internationally (10-30%).

Our Values

Around 2,600 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.

Benefits

What we offer:

• A high degree of responsibility and the chance to actively participate in shaping the company’s success
• A team-oriented and respectful corporate culture enabling you to make the most of your skills and unfold your personality in a dynamic growth environment
• Collaboration in international projects and multi-cultural teams
• Career opportunities with an innovative market leader
• Attractive benefits and a market orientated remuneration package