Service Manager, Middle East

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R\&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state\-of\-the\-art solutions, where you can develop your knowledge and experience every day.

Job Description

The Middle East Service Manager is a key strategic and operational leadership role, accountable for the successful delivery of contracted services, customer satisfaction, commercial performance, and strategic account growth within the Middle East market; ensuring the organisation consistently delivers value while strengthening long\-term customer partnerships.

Reporting to the Global Service Delivery Director, the role has significant levels of responsibility and accountability for operational delivery within the Middle East market. The incumbent will work with the Middle East Market Head and regional management team to define and drive change and deliver a service strategy which supports the market and regional objectives and deliver key customer interactions and outcome across multiple disciplines.

The incumbent must possess a history of strong leadership, deep practical engineering knowledge and a proven track record for timely delivery, management, cost control and customer satisfaction. Able to lead, recruit, train, coach and mentor staff to achieve company goals while facilitating their professional and personal growth; developing a high performing team by encouraging and motivating and ensuring open and honest communications.

The individual is someone who will bring knowledge and creativity to the position as well as have the discipline to drive results, identifying and developing all culture, process efficiencies and continuous performance improvements, whilst following and embedding established fundamental processes.

Duties:

Commercial \& Strategy

• Proactive understanding of the market and business drivers and provide strategic inputs (both qualitative and quantitative) to the Middle East Market team.
• Develop and execute account service strategies that support customer growth, operational excellence, and long\-term partnership objectives.
• Identify opportunities for service expansion, optimisation, and cross\-functional collaboration to maximise contract value and customer outcomes.
• Support revenue retention and growth through strong service performance, renewals management, and identification of upsell opportunities.
• Provide commercial oversight of service delivery, ensuring costs, resource utilisation, and profitability targets are achieved.
• Strategically lead and develop an operational management team to enhance performance by setting clear accountable performance measures
• Analyse service performance trends and business data to inform strategic decisions, investment priorities, and continuous improvement initiatives.
• Collaborate with sales, programmes, and leadership teams to contribute to account planning, business development, and customer retention strategies.
• Drive transformational initiatives and service innovation opportunities that enhance operational efficiency and strengthen competitive advantage.

Customer Relationship Management

• Act as the service primary point of contact for key customer stakeholders,