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Manager, Global Service
وصف الوظيفة
We are seeking an experienced, hands-on leader to manage a high-performing team of Field Engineers, Technical Account Managers, Service Desk professionals, and Logistics staff, supporting data center infrastructure across Saudi Arabia and the Gulf region. This role requires a strong technical foundation in system engineering combined with deep expertise in Logistics & Importer/Exporter of Record (IOR/EOR) operations for high-value server hardware. The ideal candidate will have leadership experience, technical expertise in server hardware (Supermicro, GPU-optimized rack-scale systems), and in-depth logistics compliance knowledge to drive operational excellence.
المسؤوليات
- Lead and manage a cross-functional technical team providing on-site, remote, and customer-facing support
- 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
- Manage SLAs, KPIs, and field service performance
- Oversee special handling requirements and hardware depot operations
- Handle customs documentation and ensure compliance with UAE/Saudi import/export trade laws
- Obtain and maintain permits, licenses, and special certifications for importing/exporting server hardware
المؤهلات
- Bachelor’s degree in Computer Engineering, Information Technology, or related field (Master’s preferred)
- 8+ years in data center operations, server/system engineering, or IT infrastructure, with 3+ years in a technical leadership role
- Strong system engineering background with enterprise server troubleshooting experience
- Expertise in Supermicro servers, rack-scale architecture, and GPU-accelerated systems
- 5+ years in logistics/import/export management, preferably in IT hardware
- Demonstrated IOR/EOR experience in the Middle East
- Fluency in English required; Arabic strongly preferred