Customer Service Manager - Middle East (all genders)

Frequentis; Dubai; On-site; AED 260,000 - 420,000; Full time

Benefits offered by this job

International projects

Competitive remuneration package

Career opportunities

Job summary

Frequentis seeks a Customer Service Manager for the Middle East to be the main contact for a portfolio of customers during the operational lifecycle of mission-critical systems. You will coordinate with engineering, partners, and sales teams to ensure delivery of support and maintenance services, manage escalations, and identify opportunities to improve services and system enhancements.

You will work with an international team to build long-term partnerships, oversee resources and budgets, and

Qualifications

• Experience in service delivery management within mission-critical environments.
• Strong customer relationship management and stakeholder engagement.
• Experience managing service agreements, escalations, and continuous service improvement.
• Solid IT/telecommunications background with ITIL understanding.

Responsibilities

• Act as primary contact for operational service matters and lifecycle planning.
• Coordinate incidents, escalations, and change requests with engineers and partners.
• Lead service reviews and identify opportunities for improvements and new proposals.
• Develop service solutions and technical/contract documentation for presales and sales teams.
• Build long-term partnerships with customers across the region.

Skills

Service Delivery Management

Customer Relationship Management

Technical Account Management

Project Management

Education

Technical education in computer engineering or IT

Job description

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