Premium Services Delivery Lead – Middle East & Africa

Overview

Lead delivery & operations of premium managed application and SaaS services in MEA

Key Responsibilities

• service ops
• saas ops
• incident management
• sla compliance
• customer onboarding
• kpi monitoring

Tasks

-Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience. -Manage resource allocation across internal teams and partners, acting as the first point of escalation for critical issues. -Support the design and rollout of value-added services, including communication, training, and post-implementation follow-up. -Lead customer onboarding, contract transitions, and offboarding processes, ensuring seamless delivery and data integrity. -Coordinate with technical and global SaaS operations teams to address incidents, capacity planning, and service performance. -Oversee day-to-day managed services operations (on-premises and SaaS), ensuring SLA compliance, high system availability, and timely issue resolution. -Act as the primary contact for customers across the Middle East & Africa, managing relationships, expectations, and satisfaction levels. -Lead major service transitions, upgrades, and new service implementations in collaboration with cross-functional teams. -Monitor and report on key performance indicators (KPIs) such as SLA adherence, service availability, and customer satisfaction, providing insights and recommendations to regional and global leadership.

Requirements

• 6+ years
• agile
• scrum
• itil
• cloud
• bachelor's

What You Bring

-Minimum 6 years of experience in service delivery or operations management, ideally within utilities, cloud, or managed services industries. -Solid project management skills (Agile, Scrum) and familiarity with ITIL or similar service frameworks. -Proven experience managing customer relationships and leading cross-functional teams in a complex, matrix organization. -Strong analytical mindset, adaptable to change, and comfortable working in a fast-paced, evolving environment. -Strong understanding of cloud computing, SaaS, and on-premises application management. -Bachelor’s degree in information technology, Computer Science, or a related discipline. -Excellent communication, stakeholder management, and problem-solving abilities. -Willingness to travel across the region as needed.

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Benefits

-A wide variety of learning and development programs -Opportunities for personal and professional development -Diverse and inclusive culture

About Siemens

-The company drives progress with solutions in electrification, automation, and digitalization across industries. -With cutting-edge products and services, it leads sustainable innovation for industries like energy, manufacturing, and infrastructure. -Its impressive portfolio includes smart grids, automated factories, advanced healthcare technologies, and solutions for urban mobility. -Siemens’ digital solutions enhance efficiency and sustainability in everything from smart buildings to electric vehicles. -It has contributed to iconic projects, including energy-efficient train systems and automation in key industrial sectors. -Transforming how industries use digital technology to optimize operations and tackle global challenges.

Sector Specialisms