Senior Manager, Global Service

• Lead and manage a cross‑functional technical team providing on‑site, remote, and customer‑facing support across Saudi Arabia and the Middle East region, with plans to expand into EMEA.
• Act as a technical authority for server hardware issues, with emphasis on Supermicro systems and GPU‑based rack‑scale deployments.
• Drive root cause analysis and continuous service improvements to enhance operational efficiency.
• Manage SLAs, KPIs, and field service performance; optimize processes for service desk and on‑site support.
• Recruit, train, and mentor technical and logistics staff to build a high‑performance, accountable team.
• Oversee special handling requirements and hardware depot operations, including inventory, distribution, and receipt management.
• Handle customs documentation and ensure compliance with UAE import/export trade laws and licensing requirements.
• Coordinate international shipments and work with logistics partners to meet timelines while optimizing cost, routes and delivery timelines.
• Obtain and maintain permits, licenses, and special certifications for importing/exporting server hardware.
• Act as the regional point of contact for all logistics, import/export, compliance challenges and regulatory bodies to ensure smooth operations.
• Proactively address shipment delays, customs hold, and compliance challenges and create contingency plans to avoid disruptions.
• Support pre‑sales and post‑sales technical discussions, including customer onboarding and project planning.

Requirements

• Bachelor’s degree in Computer Engineering, Information Technology, Supply Chain, or related field (Master’s preferred)
• 10+ years of experience in data center operations, IT infrastructure, or logistics management, with 5+ years in a leadership role
• Strong background in server systems engineering, including experience with Supermicro platforms, GPU servers, and rack‑scale deployments.
• Proven success in managing IOR/EOR operations and trade compliance in the Middle East, particularly Saudi Arabia and the UAE.
• Deep understanding of x86 architecture, BIOS/BMC systems, and enterprise‑level hardware integration.
• Demonstrated ability to build and lead cross‑functional regional teams in high‑demand, mission‑critical environments.
• Excellent executive communication and stakeholder management skills.
• Fluency in English required; Arabic strongly preferred.
• Preferred Certifications: Supermicro Certified Professional (SCP). CompTIA Server+, DCCA, or equivalent technical certification. ITIL Foundation or similar ITSM certification.
• Knowledge of Saudi ZATCA customs systems and Dubai Trade/DP World platforms

Core Competencies: Demonstrates expertise in managing cross‑functional technical teams and logistics operations, with a strong focus on server systems engineering, compliance, and customer support in the Middle East region. Proven ability to optimize processes, manage SLAs, and drive continuous service improvements while ensuring adherence to trade regulations.