Premium Services Delivery Lead – Middle East & Africa

Premium Services Delivery Lead – Middle East & Africa Location :

Doha, Qatar

About Siemens Smart Infrastructure :

At Siemens, we believe businesses thrive when people thrive. Our global, diverse team is committed to empowering sustainable growth—both professionally and personally. Smart Infrastructure connects energy systems, buildings, and industries, shaping an ecosystem that intelligently responds to human needs, drives sustainable progress, and supports communities across the globe.

Position Summary :

The Premium Services Delivery Lead MEA is responsible for overseeing the delivery and operational excellence of Siemens’ managed application and SaaS offerings (on‑premises or cloud) across the region. Reporting to the Global Head of Premium Services & SaaS Operations and regionally to the Head of Services Middle East & Africa, this role acts as the primary interface for our customers—ensuring exceptional service quality, customer satisfaction, and continuous service innovation.

Key Responsibilities

Lead customer onboarding, contract transitions, and offboarding processes, ensuring seamless delivery and data integrity.

Act as the primary contact for customers across the Middle East & Africa, managing relationships, expectations, and satisfaction levels.

Oversee day‑to‑day managed services operations (on‑premises and SaaS), ensuring SLA compliance, high system availability, and timely issue resolution.

Coordinate with technical and global SaaS operations teams to address incidents, capacity planning, and service performance.

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.

Lead major service transitions, upgrades, and new service implementations in collaboration with cross‑functional teams.

Support the design and rollout of value‑added services, including communication, training, and post‑implementation follow‑up.

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.

What You Bring

Bachelor’s degree in information technology, Computer Science, or a related discipline.

Minimum 6 years of experience in service delivery or operations management, ideally within utilities, cloud, or managed services industries.

Strong understanding of cloud computing, SaaS, and on‑premises application management.

Proven experience managing customer relationships and leading cross‑functional teams in a complex, matrix organization.

Solid project management skills (Agile, Scrum) and familiarity with ITIL or similar service frameworks.

Excellent communication, stakeholder management, and problem‑solving abilities.

Strong analytical mindset, adaptable to change, and comfortable working in a fast‑paced, evolving environment.

Willingness to travel across the region as needed.

What We Offer

Diverse and inclusive culture.

An environment where everyone can bring their whole self and feel a sense of belonging.

Opportunities for personal and professional development.

A wide variety of learning and development programs.

Competitive compensation and benefits package.

Global career growth and mobility opportunities.

We value the candidates that reflect the diversity that we enjoy in our company. Working with us, you have the foundation to develop personally and professionally. We are looking forward to receiving your online application.

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