Service Delivery Manager

About This Role

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