Job description

Advertised by eMagine Solutions (confidential on behalf of a global engineering & technology company)

eMagine Solutions is running a confidential retained search for a Regional Service Leader / Head of Service – Middle East on behalf of a global engineering company delivering high-tech solutions into critical infrastructure across the region.

This is a senior leadership role for someone who can run service like a business and lead like a true operator: engineering-led delivery, programme discipline, customer governance, and commercial performance with accountability for outcomes.

The role (what you’ll own)

You’ll lead the regional service organisation and take full ownership of:

• Service delivery & operational excellence: contracted outcomes, uptime/availability, response times, quality, safety, compliance
• Customer satisfaction & governance: executive stakeholder management, QBRs, performance reviews, escalations, recovery plans
• Programme-style execution: structured planning, resourcing, risk/issue management, cross-functional coordination, on-time delivery, project management
• Contracts, SLAs & KPIs: performance management, corrective actions, continuous improvement, contractual compliance
• Commercial performance: budgets, cost control, productivity/utilisation, profitability, cost-to-serve optimisation
• Growth & retention: renewals, service expansion, upsell opportunities, account development through delivery credibility
• Leadership: build, coach and develop managers and teams; set standards; create a high-performance culture

What we’re looking for

This role suits a senior leader from an engineering/service environment where delivery is mission-critical and customers expect structure, pace and accountability.

• Proven leadership in Service Operations / Engineering Operations / Field Service / Aftermarket / Service Delivery
• Strong engineering/technical foundation (credible with engineers and customer technical teams)
• Experience running complex service environments with contracts, SLAs, KPIs, governance and escalations
• Strong “programme manager” mindset: planning, execution rhythm, stakeholder alignment, risk management, continuous improvement
• Commercial ownership: budget responsibility, margin/profitability, cost control, performance improvement
• Confident leading multi-site / regional teams and influencing cross-functional stakeholders (sales, finance, programmes, operations)
• English required

Skills

Regional Service Leader, Head of Service, Regional Service Manager, Service Delivery Leader, Service Operations Leader, Service Operations Manager, Field Service Manager, Field Service Leader, Head of Field Service, Aftermarket Service Manager, Aftermarket Director, Customer Service Director (Engineering), Regional Operations Manager (Service), Engineering Operations Manager, Technical Operations Manager, Service Programme Manager, Service Program Manager, Service Delivery Manager, Service Excellence, Operational Excellence, Service Strategy, Service Transformation, Continuous Improvement, Lean, Kaizen, Six Sigma, CI, Process Improvement, Service Governance, Customer Governance, Executive Stakeholder Management, Customer Satisfaction, Voice of Customer, Escalation Management, QBR, Business Reviews, Account Management (Service), Strategic Accounts, Contract Management, Service Contracts, SLA, KPI, Contract Compliance, Service Level Agreements, Performance Management, Corrective Action, Root Cause Analysis, RCA, Reliability, Uptime, Availability, Response Time, MTTR, MTBF, Quality, EHS, HSE, Safety, Compliance, Risk Management, Resource Planning, Workforce Planning, Capacity Planning, Scheduling, Utilisation, Productivity, Cost Control, Budgeting, P&L, Profitability, Margin, Cost-to-Serve, Commercial Management, Renewals, Retention, Upsell, Cross-sell, Service Growth, Account Growth, Multi-country, Regional Leadership, Middle East, GCC, Dubai, UAE, Arabic, English,