Premium Services Delivery Lead – Middle East & Africa

• Doha - Ad Dawhah - Qatar

Job Title: 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.

We are now looking for a Premium Services Delivery Lead – Middle East & Africa to join our Services team, based in Doha, Qatar. This key role will ensure the successful transition, management, and continuous improvement of Siemens’ premium managed application and SaaS services for customers across the Middle East & Africa region.

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 functionally to the Global Head of Premium Services & SaaS Operations and regionally to the Head of Services Middle East & Africa, this position acts as the primary interface for our customers—ensuring exceptional service quality, customer satisfaction, and continuous service innovation.

The role combines operational leadership, customer relationship management, and cross-functional coordination to drive service excellence and business growth.

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

What else do you need to know?

As a world leader in developing and producing the most advanced engineering technologies, we improve lives and further human achievements worldwide, while also protecting the climate - all thanks to our employees. Working with us, you have the foundation to develop personally and professionally. We give you the chance to do something significant, that benefits society and human progress. We give you the chance to create a difference.

Diversity at Siemens is our source of creativity and innovation. Having different types of talent and experiences makes us more ambitious and better prepared to respond successfully to the demands of the Society. Therefore, we value the candidates that reflect the Diversity that we enjoy in our Company. Please find more information at https://www.siemens.com/global/en.html

At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow ‘s reality.

We are looking forward to receiving your online application.