MEA FSC Manager

About the role

The MEA FSC Manager will lead day‑to‑day field support operations across the Middle East and Africa region for NCR Atleos. Reporting to senior leadership, the role ensures operational excellence, high customer satisfaction and compliance with service delivery standards while tailoring global processes to local business needs.

Key responsibilities

• Manage daily field service operations for assigned regions, aligning service delivery with customer requirements and corporate strategy.
• Adapt global processes to meet local operational needs and drive consistency across the MEA footprint.
• Analyze support operations using KPIs, account reviews and customer feedback to identify and implement process improvements.
• Build and maintain strong relationships with customers, internal teams and cross‑functional partners to support business growth.
• Proactively handle escalations, operational issues and incident communications to achieve timely resolution.
• Ensure appropriate staffing levels and oversee service delivery in line with established SLAs.
• Oversee financial performance of the function within approved budgetary parameters.
• Track and manage performance of Service Planners to meet service excellence goals.
• Provide operational and managerial support across the MEA region to ensure alignment with strategic objectives.

Required profile

• Bachelor’s degree in Business Administration, Engineering, Operations Management or a related field.
• Minimum 8 years of experience in service operations, field support or operational leadership, preferably managing cross‑regional teams.

Required skills

• Escalation Management
• Field service operations
• Process Optimization
• Analyzing operational KPIs
• Support workflows
• SLAs
• Incident Handling