Manager Service Operations - Doha Airport
OSI Systems, IncJob Description
Overview
- Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud.
- We offer a broad array of scanning system configurations that leverage low-, medium-, and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements.
Role Responsibilites
- We are looking for an experienced Service Delivery & Program Manager to lead and manage the Service Programme in Qatar.
- This role is responsible for ensuring operational excellence across service delivery, customer satisfaction, commercial performance, and team leadership.
- Based primarily in Doha, the role requires regular interaction with customers, distributors, and internal stakeholders, with occasional travel to customer sites at short notice.
Responsibilities
- Own and manage all aspects of the Service Programme in Qatar, ensuring delivery against customer requirements and KPIs
- Act as the single point of contact and escalation for all service-related matters
- Lead, manage, and develop the in-country field service team, including rostering, annual leave, performance management, and annual reviews
- Manage distributor relationships, including performance reviews, feedback sessions, and continuous improvement initiatives
- Proactively manage customer relationships through regular reviews, site visits, and performance reporting
- Oversee service contracts, including PO tracking, invoicing, payment follow-ups, and achievement of projected monthly revenue
- Prepare and manage service budgets per site, including installation costs and financial performance tracking
- Provide regular internal and customer-facing reports using CRM data and KPIs
- Develop and implement service standards, processes, and quality management systems
- Coordinate with Projects, Engineering, Product Line, Sales, Contract Management, and EMEA Service teams
- Escalate technical issues to Engineering and drive timely resolution
- Support tenders and bids in collaboration with Sales, Projects, and Bid teams
- Ensure compliance with health, safety, regulatory, and risk mitigation requirements
- Take on authorised signatory responsibilities in-country, including visas, residency renewals, and sponsorship transfers
- Oversee inventory planning, logistics, and regulatory compliance
- Support asset management strategies to optimise equipment performance and lifecycle
Qualifications
- Proven experience in service delivery, programme management, or operations management
- Demonstrated people management experience in a technical or engineering environment
- Strong stakeholder management and customer-facing skills
- Degree in Engineering (Electrical or Mechanical) or Management; PMP desirable
- Knowledge of baggage handling systems operation and maintenance is a strong advantage
- Fluency in Arabic and English is essential
- Strong financial and commercial acumen related to service operations
- Advanced proficiency in MS Office (Word, Excel, PowerPoint, Power BI, Project)
- Experience with CRM systems; ERP exposure (SAP or Navision) is beneficial
- Excellent communication, problem-solving, prioritisation, and time-management skills
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