Mission-Critical Services Lead – Middle East

Frequentis; Dubai; On-site; AED 350,000 - 500,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service Delivery Management

Customer Relationship Management

Contract Management

ITIL Knowledge

Stakeholder Management

Travel Willingness

Education

Technical education in computer engineering / information technology

Job description

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.