Customer Service Manager - Middle East

About Frequentis Group

Frequentis Group, headquartered in Vienna, is a global leader in providing communication and information systems for safety-critical control centers. With over 500 clients across approximately 150 countries and more than 45,000 workstations, Frequentis is trusted for its expertise and proven experience.

We are seeking a Customer Service Manager for the Middle East market to serve as the primary point of contact for all customers across Frequentis business areas concerning installed base business. This role involves negotiating professional services and maintenance contracts, assisting customers in evolving their systems through change requests, and fostering long-term business relationships. You will contribute your experience in IT-related business solutions to an environment with significant potential, supported by an international Service Manager team.

Join our young, dynamic, and successful team in Dubai, which offers a great corporate culture.

Key Tasks

• Oversee service contracts and change request projects for Air Traffic Management - Civil Aviation clients in the Middle East.
• Ensure prompt handling of incidents and problems within safety-critical customer IT/telecom infrastructures, collaborating with system engineers and stakeholders.
• Identify opportunities for optimization and new business through life cycle management with existing clients, working closely with the local sales team.
• Proactively manage relationships with customers, partners, and subcontractors.
• Supervise necessary resources, manage budgets, ensure profitability, and handle internal and external reporting.
• Support presales and sales activities by developing technical solutions, documentation, and new service proposals.
• Calculate, estimate, and negotiate variations and change orders for ongoing service contracts.

Key Qualifications

• Proven experience as a Service Delivery Manager or Project Manager in international service, IT, or telecom projects.
• Strong commercial and technical acumen in the service sector, coupled with solid IT knowledge and experience in service management processes (ITIL preferred).
• A completed technical education in computer engineering, telecommunications, IT, or a related field.
• Previous working experience with safety-critical IT infrastructure is highly valued.
• An entrepreneurial mindset and demonstrated customer-facing experience are essential.
• Excellent command of English, both written and spoken; Arabic language skills are a plus.
• Readiness to travel within the UAE region and internationally (10-30% of the time).

Our Values

Approximately 2,600 employees are dedicated to creating a safer world through innovation and technology. Our culture is built on fairness, trust, mutual respect, and appreciation. As an international company, we embrace diversity and recruit without regard to age, gender, origin, ethnicity, sexual orientation, or religion. We prioritize fair and good working conditions, an optimal work-life balance, and offer equal development opportunities to all employees. We focus on long-term employment to retain valuable employee expertise.

Benefits

• A high level of responsibility and the opportunity to actively contribute to the company's success.
• A team-oriented and respectful corporate culture that allows you to leverage your skills and express your personality in a dynamic growth environment.
• Involvement in international projects and multicultural teams.
• Career advancement opportunities with an innovative market leader.
• Attractive benefits and a competitive remuneration package.

Additional Information

This role is open to all genders.