Regional Service Leader / Head of Service

eMagine Solutions; Dubai; On-site; AED 900,000 - 1,500,000; Full time

Job summary

eMagine Solutions is conducting a confidential retained search for a Regional Service Leader / Head of Service – Middle East on behalf of a global engineering company delivering high‑tech solutions into critical infrastructure across the region. This senior role runs service like a business: engineering‑led delivery, programme discipline, customer governance and commercial performance with accountability for outcomes.

It requires leadership of multi‑site teams and strong stakeholder management.

Qualifications

• Senior leader with delivery as a business, customer governance and commercial accountability.
• Proven leadership in service/engineering operations and field service.
• Experience running multi-site/regional service environments with contracts, SLAs and KPIs.
• Strong programme management mindset with risk, planning and cross-functional coordination.
• Commercial ownership including budgets, margins and cost control.
• Excellent stakeholder management and English fluency.

Responsibilities

• Lead regional service organisation and own delivery outcomes.
• Oversee uptime, response times, safety, compliance and quality.
• Manage governance, QBRs and escalations with customers.
• Drive growth, renewals and service profitability through delivery credibility.
• Develop teams, set standards and foster high-performance culture.

Skills

Leadership in Service Operations

Engineering Operations

Field Service

Programme management

Customer governance

Job description

Advertised by eMagine Solutions (confidential on behalf of a global engineering & technology company)

eMagine Solutions is running a confidential retained search for a Regional Service Leader / Head of Service – Middle East on behalf of a global engineering company delivering high-tech solutions into critical infrastructure across the region.

This is a senior leadership role for someone who can run service like a business and lead like a true operator: engineering-led delivery, programme discipline, customer governance, and commercial performance with accountability for outcomes.

The role (what you’ll own)

You’ll lead the regional service organisation and take full ownership of:

• Service delivery & operational excellence: contracted outcomes, uptime/availability, response times, quality, safety, compliance
• Customer satisfaction & governance: executive stakeholder management, QBRs, performance reviews, escalations, recovery plans
• Programme-style execution: structured planning, resourcing, risk/issue management, cross-functional coordination, on-time delivery, project management
• Contracts, SLAs & KPIs: performance management, corrective actions, continuous improvement, contractual compliance
• Commercial performance: budgets, cost control, productivity/utilisation, profitability, cost-to-serve optimisation
• Growth & retention: renewals, service expansion, upsell opportunities, account development through delivery credibility
• Leadership: build, coach and develop managers and teams; set standards; create a high-performance culture

What we’re looking for

This role suits a senior leader from an engineering/service environment where delivery is mission-critical and customers expect structure, pace and accountability.

• Proven leadership in Service Operations / Engineering Operations / Field Service / Aftermarket / Service Delivery
• Strong engineering/technical foundation (credible with engineers and customer technical teams)
• Experience running complex service environments with contracts, SLAs, KPIs, governance and escalations
• Strong “programme manager” mindset: planning, execution rhythm, stakeholder alignment, risk management, continuous improvement
• Commercial ownership: budget responsibility, margin/profitability, cost control, performance improvement
• Confident leading multi-site / regional teams and influencing cross-functional stakeholders (sales, finance, programmes, operations)
• English required

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