Service Director Detection Security MEA

Overview

Join Rapiscan Systems, a global leader in detection technology, delivering advanced cargo and vehicle inspection solutions for ports, borders, military sites, and high-security facilities. Our innovative X-ray systems help combat terrorism, drug smuggling, illegal immigration, and trade fraud. With a commitment to excellence, we provide best-in-class imaging, reliability, and user satisfaction.

Role Overview

This position will drive and support Detection Security Service revenue tracking, customer visits, key account initiatives and other aspects to service and overall division business. This role carries significant responsibility, and the successful candidate will require gravitas and senior leadership credibility to engage, collaborate and influence people at all levels of the organization

Responsibilities

• Lead end-to-end service delivery for Detection Security products across MEA.
• Own customer relationships, contract performance, and service profitability.
• Manage field service teams to meet/exceed KPIs and SLA commitments.
• Drive growth through upselling, new business, and strategic partnerships.
• Collaborate with Sales, Service Sales, Training, and Program Management on bids, tenders, and pre-sales support.
• Oversee budgeting, forecasting, invoicing, and receivables.
• Proactively manage escalations and risk mitigation plans.
• Champion operational excellence and continuous improvement initiatives.
• Support cross-functional collaboration with Engineering, Finance, Supply Chain, and Quality teams.
• Develop and implement KPIs to enhance service delivery and customer satisfaction.
• Mentor and develop regional service managers and field teams.
  
  

• Proven leadership in service delivery, customer engagement, and business growth.
• Strong commercial acumen and experience managing multi-million-pound P&Ls.
• Track record of driving innovation and process improvement in service operations.
• Ability to influence across all levels and functions in a global matrix environment.
• Resilience under pressure and agility in fast-paced, evolving settings.
• Excellent communication, analytical, and organizational skills.
• High computer literacy, including MS Office, ERP (Navision), CRM (Dynamics 365), and service tools (Resco, Maximo, ServiceMax).
  
  

• Degree-level education required; MBA preferred (or equivalent industry experience).
• Experience in the security industry is highly desirable.
• Demonstrated success in building and leading high-performing teams.
• Willingness to travel at short notice across the MEA region.