Manager Service Operations - Doha Airport

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