Strategic Service Relationship Lead

Fortinet; Riyadh; On-site; SAR 150,000 - 230,000; Full time

Job summary

Fortinet seeks a Service Relationship Manager in Riyadh to act as the customer's primary services liaison, resolving issues and proposing Fortinet solutions. You will organize service delivery, maintain governance, and supervise escalation management across the account.

You will partner with sales and delivery teams to ensure service value and customer satisfaction while supporting pre-sales in scoping new projects and defining success metrics. Strong English skills are essential.

Qualifications

• Bachelor's degree or equivalent.
• ITIL qualification or experience.
• Excellent written English; Arabic proficiency a plus.
• Fortinet NSE4 or similar certification desirable.

Responsibilities

• Act as the customer single point of contact for services and support, facilitating conference calls and meetings with appropriate resources.
• Ensure delivery across the customer's organization and meet or exceed operational KPIs.
• Match customer service needs with Fortinet offerings to drive service absorption and improvements.
• Lead the services delivery team toward the customer, sales teams and other internal/external organizations.
• Build executive senior relationships within the customer and understand business drivers and culture.
• Own customer success by developing Service & Support Plans and governance structures.
• Produce quarterly reports on service performance and upcoming 90-day plans.

Skills

Communication skills

English proficiency

Arabic language

Stakeholder management

Problem solving

Education

Bachelor's degree or equivalent

ITIL certification

Job description

Fortinet seeks a Service Relationship Manager in Riyadh to act as the customer's primary services liaison, resolving issues and proposing Fortinet solutions. You will organize service delivery, maintain governance, and supervise escalation management across the account.

You will partner with sales and delivery teams to ensure service value and customer satisfaction while supporting pre-sales in scoping new projects and defining success metrics. Strong English skills are essential.