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Job Details

Service Program Manager - MEAI Region ( R-00082028 )

Customer Service

Assistant Manager



Dubayy, United Arab Emirates


Job Description:


Leidos Security Enterprise Solutions organization is comprised of highly skilled, motivated and customer focused professional that are experts on customer relationships, understanding their needs and providing the right solution with Leidos Aviation products. The Leidos Aviation product set includes the following products.

  • Security Checkpoint scanning technology

  • Checked Baggage scanning technology

  • Explosive Trace Detection technology

  • Checkpoint Body Scanners

  • Smart Access Gates

  • Automatic Tray Return Systems

As a Service Program Manager working for an industry leader, you'll be responsible for managing customer relationships across our MEAI Airport and Aviation customer base, reporting and cost/ technical performance of service programs.. Communicate scope of works to the service management team and obtain their commitments to deliver. Is the main interface to the customers while delegating specific contact roles to other team members. The roles and responsibilities may change from time to time without notice and include but are not limited to the roles described below.



  • The Field Service Program Manager is responsible for managing service programs within MEAI Field Service Region contributing to Field Service's ability to deliver world-class service while achieving results by the most efficient and cost-effective means possible

  • Works with Sr. Director of EMAI Service Operations to establish program goals and objectives.

  • Own the customer account along with MEAI Service management team and be responsible for ensuring contractual obligations are met.

  • Track all Service contracts validity dates to ensure contracts are renewed on time and avoid break in revenue recognition.

  • Track and Increase service agreement/contract renewal rate

  • Track and increase conversion rate of customers with no service contract/agreement.

  • Coordinates service contract proposal preparation, statements of work and specifications.

  • Disseminates service contract or proposal requirements to all team members.

  • Monitors and assesses contract program performance to ensure corrective actions are in place and managed as appropriate.

  • Track and prepare financial and operational reports regarding service contract program performance and report out to Sr. Director EMEAI Field Operations and EMEAI service management team.

  • Schedule and present Monthly IPR’s (internal program review) of key service contracts review.

  • Develops and presents individual and overall contract program status on a continuous basis as required.

  • Manages and evaluates financial and technical trade-off analyses required for proposed changes in a contract.

  • Establishes program budgets with program team members and maintains effective cost and schedule controls.

  • Set objectives for team members and other departments.

  • Be the main interface with the customers to understand their service requirements, communicate our capabilities and report our team’s performance.

  • Works with service manager to assign individual responsibilities for each segment of work.

  • Provide necessary assistance in building services portion of tender proposal responses.

  • Communicates new equipment business opportunities to respective Regional Sales Manager.

  • Maintains lasting customer relationships.


  • BS/BA in engineering, business administration or other related field is desired, applications with equivalent experience will be accepted.

  • 3 years program management experience with security detection or automation equipment. Experience in governments programs and contract management a plus.

  • International, and multicultural business experience with the ability to successfully communicate within a range of MEAI countries and customers

  • Excellent verbal, written and interpersonal communication skills are required for effective interface with internal and external customers

  • Ability to write reports, business correspondence, and to effectively present information and respond to questions from management and customers is essential

  • Ambitious, transparent, hard-working, result oriented, team player with effective communication and strong leadership skills

  • Strong background in Security Screening Equipment and Explosive Detections Systems a plus.

  • PMP Certification, Knowledge of MRP and/or ERP/CRM systems preferred

  • Must be proficient with Microsoft Office, Excel, Project, and Adobe Acrobat Pro


  • Strong ability to manage in a matrix organization, understanding regional needs, tracking P&L and reporting to senior management

  • Interpersonal savvy in prioritizing customer needs with effective business decisions

  • Personal sense of integrity and trust

  • Effective time management skills

  • Ability to translate data into actionable information

  • Excellent verbal and written communication skills

  • May require travel, up to 25% of the time to domestic and/or international locations.

Please Note: - To be considered for this role, applicants must reside and be

able to work in the UAE region.

Relocation is not an option or offered.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.