(Sr.) Manager, Global Service
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Key skills for this role
About the Role
Supermicro seeks a strategic leader to manage data center field operations and logistics across Saudi Arabia and the Gulf region. This role requires deep technical expertise in server hardware, logistics, trade compliance, and team leadership.
Key Skills for This Role
Responsibilities
- Lead and manage a cross functional technical team providing on site, remote, and customer facing support across Saudi Arabia and the Middle East region
- 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 to enhance operational efficiency
- Manage SLAs, KPIs, and field service performance; optimize processes for service desk and on site support
- Recruit, train, and mentor technical and logistics staff to build a high performance, accountable team
- Oversee special handling requirements and hardware depot operations, including inventory, distribution, and receipt management
- Handle customs documentation and ensure compliance with UAE import/export trade laws and licensing requirements
- Coordinate international shipments and work with logistics partners to meet timelines while optimizing cost, routes and delivery timelines
- Obtain and maintain permits, licenses, and special certifications for importing/exporting server hardware
- Act as the regional point of contact for all logistics, import/export, compliance challenges and regulatory bodies
- Proactively address shipment delays, customs holds, and compliance challenges and create contingency plans
- Support pre sales and post sales technical discussions, including customer onboarding and project planning
Requirements
- Bachelor's degree in Computer Engineering, Information Technology, Supply Chain, or related field (Master's preferred)
- 10+ years of experience in data center operations, IT infrastructure, or logistics management
- 5+ years in a leadership role
- Strong background in server systems engineering, including Supermicro platforms, GPU servers, and rack scale deployments
- Proven success in managing IOR/EOR operations and trade compliance in the Middle East, particularly Saudi Arabia and the UAE
- Deep understanding of x86 architecture, BIOS/BMC systems, and enterprise level hardware integration
- Demonstrated ability to build and lead cross functional regional teams in high demand, mission critical environments
- Excellent executive communication and stakeholder management skills
- Fluency in English required; Arabic strongly preferred
Full Job Posting
Job Summary
- Supermicro is seeking a (Sr.) Manager of Data Center Field Operations & Logistics to lead, expand, and optimize our infrastructure operations across Saudi Arabia and the Gulf region, with strategic oversight for future growth into EMEA.
- This role requires a strategic leader with deep technical and operational expertise, combining strong system engineering capabilities with proven experience in logistics, trade compliance, and Importer/Exporter of Record (IOR/EOR) processes for high value server hardware.
- As a (sr.) regional leader, you will be responsible for the end to end management of field engineering operations, hardware depot logistics, compliance frameworks, and customer service excellence.
Essential Duties And Responsibilities
- Lead and manage a cross functional technical team providing on site, remote, and customer facing support across Saudi Arabia and the Middle East region, with plans to expand into EMEA.
- 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 to enhance operational efficiency.
- Manage SLAs, KPIs, and field service performance; optimize processes for service desk and on site support.
- Recruit, train, and mentor technical and logistics staff to build a high performance, accountable team.
- Oversee special handling requirements and hardware depot operations, including inventory, distribution, and receipt management.
- Handle customs documentation and ensure compliance with UAE import/export trade laws and licensing requirements.
- Coordinate international shipments and work with logistics partners to meet timelines while optimize cost, routes and delivery timelines.
- Obtain and maintain permits, licenses, and special certifications for importing/exporting server hardware.
- Act as the regional point of contact for all logistics, import/export, compliance challenges and regulatory bodies to ensure smooth operations.
- Proactively address shipment delays, customs hold, and compliance challenges and create contingency plans to avoid disruptions.
- Support pre sales and post sales technical discussions, including customer onboarding and project planning.
Qualifications
- Bachelor's degree in Computer Engineering, Information Technology, Supply Chain, or related field (Master's preferred).
- 10+ years of experience in data center operations, IT infrastructure, or logistics management, with 5+ years in a leadership role.
- Strong background in server systems engineering, including experience with Supermicro platforms, GPU servers, and rack scale deployments.
- Proven success in managing IOR/EOR operations and trade compliance in the Middle East, particularly Saudi Arabia and the UAE.
- Deep understanding of x86 architecture, BIOS/BMC systems, and enterprise level hardware integration.
- Demonstrated ability to build and lead cross functional regional teams in high demand, mission critical environments.
- Excellent executive communication and stakeholder management skills.
- Fluency in English required; Arabic strongly preferred.
Preferred Certifications
- Supermicro Certified Professional (SCP).
- CompTIA Server+, DCCA, or equivalent technical certification.
- ITIL Foundation or similar ITSM certification.
- Knowledge of Saudi ZATCA customs systems and Dubai Trade/DP World platforms.
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