Customer Service Manager - Middle East (all genders)

WHY FREQUENTIS WE ARE LOOKING FOR WE OFFER JOBS Apply now

Customer Service Manager - Middle East (all genders)

Frequentis Middle East

Dubai FREQUENTIS Middle East Ltd. From now on Full time

:

Share:

Share

• Email
• LinkedIn

Job Introduction

Frequentis Group with headquarters in Vienna is an international supplier of communication and information systems for control centres with safety-critical tasks. Worldwide, more than 500 customers in some 150 countries with more than 45,000 workstations already trust our know-how and proven experience. 

As Customer Service Manager for the Middle East market, you will be the primary point of contact for a portfolio of customers during the operational lifecycle of their systems. You will work closely with customers, engineering teams, partners, and sales colleagues to ensure successful delivery of support and maintenance services, coordinate service escalations, and identify opportunities for service improvements and system enhancements. The role combines customer relationship management, service delivery management, contract management, and business development within mission-critical environments. You will be supported by an international team of experienced service managers, engineers, and domain specialists while building long-term partnerships with customers across the region. A dynamic and successful team awaits you in Dubai with a strong corporate culture and an international working environment.

Key Tasks

• Manage service contracts, support services, and change requests for customers operating mission-critical systems across Air Traffic Management, Civil Aviation, and Public Safety environments in the Middle East region.
• Act as the primary customer contact for operational service matters, service reviews, escalations, and lifecycle planning.
• Coordinate major incidents, problem management activities, and service escalations in cooperation with system engineers, support teams, partners, and customers.
• Identify opportunities to improve customer services, enhance existing systems, and develop change requests in cooperation with customers and the local sales team.
• Build and maintain long-term customer relationships through proactive engagement and regular service reviews.
• Supervise resources, budgets, profitability, and service performance while providing internal and external reporting.
• Support presales and sales activities through the development of service solutions, technical documentation, and service proposals.
• Lead customer discussions related to service enhancements, change requests, and contract variations, coordinating the preparation of technical and commercial proposals with the relevant internal stakeholders.

Key Qualifications

• Experience as Service Delivery Management, Customer Service Management, Technical Account Management, or Project Management within complex IT, telecommunications, aviation, public safety, or other mission-critical environments.
• Strong customer relationship management skills, commercial awareness, and the ability to build trusted long-term partnerships with customers and stakeholders.
• Experience managing customer-facing service agreements, operational escalations, service reviews, and continuous service improvement activities.
• Solid technical understanding of IT and telecommunications environments combined with practical experience in service management processes (ITIL certifications an advantage).
• Completed technical education in computer engineering, telecommunications, information technology or a comparable discipline.
• Experience working within aviation, public safety, telecommunications, transportation, utilities, healthcare, or other mission-critical environments is highly valued.
• Strong communication, negotiation, and stakeholder management skills.
• Excellent English language skills (written and spoken), Arabic is an advantage.
• Willingness to travel across the Middle East Region and internationally (10-30%).

Our Values

Around 2,600 employees are committed to creating a safer world with their innovative strength and technology orientation. Our culture is based on a working environment characterized by fairness and trust, mutual respect and appreciation. As an international company, we value this diversity and recruit regardless of age, gender, origin, ethnicity, sexual orientation or religion. We value fair and good working conditions, an optimum work-life-balance and offer all our employees equal development opportunities. In doing so, we focus on long-term working relationships in order to keep the valuable know-how of our employees stable.

Benefits

What we offer:

A high degree of responsibility and the chance to actively participate in shaping the company’s success
A team-oriented and respectful corporate culture enabling you to make the most of your skills and unfold your personality in a dynamic growth environment
Collaboration in international projects and multi-cultural teams
Career opportunities with an innovative market leader
Attractive benefits and a market orientated remuneration package

Benefits

What we offer:

A high degree of responsibility and the chance to actively participate in shaping the company’s success
A team-oriented and respectful corporate culture enabling you to make the most of your skills and unfold your personality in a dynamic growth environment
Collaboration in international projects and multi-cultural teams
Career opportunities with an innovative market leader
Attractive benefits and a market orientated remuneration package

Salary

Your individual salary is based on your professional experience and qualifications and is part of our attractive total package. For transparency reasons we kindly invite you to share your salary expectations.

Apply now

Discover the best way of working

Barbara Polly

Human Resources | barbara.polly@frequentis.com |+ 43 1 811 50 - 3663 | Social media contact

If flexibility, appreciation & passion within your workplace are important to you, then Frequentis is the right place for you. You are not just a number for us, but a person who counts for us. Each and every one of us can “Make the world a safer place”.

Become part of Frequentis and apply now - our CV parsing will make your application easier and faster!

Apply now

At Frequentis we don’t just create innovations,
we create a kind of wonder
to make the world a safer place.

READ MORE ABOUT FREQUENTIS CAREER AWARDS