Senior Manager IT – Next-Gen Passenger Systems

About the Role
We are looking for an experienced aviation technology leader to shape the future of passenger processing at Hamad International Airport.
In this role, you will lead the strategy, delivery and 24/7 operational performance of critical passenger-processing technologies supporting the passenger journey from check-in through to boarding. You will also play a key role in advancing next-generation capabilities in biometrics, facial recognition, digital identity and seamless single-token travel.
This is an opportunity to lead the development of next-generation passenger-processing solutions that the organisation aims to differentiate from those currently implemented at comparable airports. The role directly supports customer experience, operational excellence and the airport’s brand ambitions.

Key Responsibilities

• Develop and manage a three-to-five-year strategy and technology roadmap for passenger-processing systems, biometrics and next-generation identity solutions.
• Lead complex technology programmes covering common-use passenger processing, self-service check-in, automated bag drop, e-gates, boarding systems and biometric passenger journeys.
• Take end-to-end ownership of major system implementations, integrations, upgrades and lifecycle management.
• Ensure the availability and operational performance of mission-critical passenger systems within a 24/7 airport environment.
• Direct the response to major system incidents and restore passenger-processing operations quickly and effectively.
• Lead the continued implementation and development of biometric and seamless passenger-journey solutions.
• Work closely with airport stakeholders, airline partners, government and border-control agencies, and technology providers.
• Manage technology vendors, service contracts, system performance and service-level commitments.
• Evaluate emerging technologies and recommend solutions that improve passenger experience, operational efficiency and system performance.
• Lead cross-functional teams, establish effective programme governance and support the successful adoption of new technologies.
• Manage budgets, procurement activities, business cases and technology investment priorities.
• Develop team capability through clear direction, coaching, collaboration and knowledge sharing.

About You
You are a mature and highly experienced technology leader who has personally delivered complex passenger-processing systems and integrations within an airport, airline or aviation technology environment. You combine technical understanding with strong programme leadership, operational ownership and the ability to work effectively with senior stakeholders.
You should be able to demonstrate:

• Significant IT management experience, including substantial experience in aviation, airport operations or passenger-processing technology.
• Strong knowledge of passenger-processing technologies within a complex airport environment.
• Hands-on lifecycle management or implementation of common-use check-in, boarding and passenger self-service systems.
• End-to-end programme or product ownership for passenger technology solutions covering the journey from check-in to boarding.
• Experience delivering biometric identity, digital identity or seamless passenger-travel solutions.
• Leadership of large system implementations and complex integrations involving multiple stakeholders.
• Experience working with airlines, airport business teams, government bodies, border-control agencies and technology vendors.
• Management of cross-functional programmes within a medium or large organisation.
• Strong problem-solving skills and the confidence to challenge business assumptions.
• The ability to assess emerging technologies and translate them into practical passenger-experience improvements.
• Strong vendor, relationship, change and service-management capabilities.
• Excellent command of English.

The ideal candidate will bring at least eight years of experience in aviation, airport operations or passenger-processing technology, together with strong exposure to passenger systems such as common-use platforms, self-service check-in, automated bag drop, e-gates, boarding systems and departure-control integrations.
Direct experience implementing biometric identity verification, digital identity or seamless single-token passenger journeys will be highly relevant. Exposure to international aviation or biometric standards bodies such as ICAO, IATA or ACI, as well as ITIL or recognised project-management practices, would be advantageous.

What We Are Looking For
We are particularly interested in candidates who can provide clear examples of:

• A passenger-processing system they personally owned or delivered.
• A major passenger-technology programme they managed from planning through implementation.
• A biometric, digital-identity or seamless-travel solution they helped implement.
• A complex passenger-system incident or integration issue they personally resolved.
• Working with airport, airline, government and technology-provider stakeholders.
• Challenging existing assumptions and introducing a more effective technology solution.

Qualifications and Experience

• Grade 10 - Non-Operation Positions: Bachelor’s Degree or Equivalent with Minimum 10 years of job-related experience.
• Tiered experience profile: minimum 10 years in IT management overall, with at least 8 years focused on aviation, airport operations, or passenger processing technology — including hands-on lifecycle management of common-use check-in and boarding systems and self-service systems (check-in, bag-drop, security, boarding) — and 3+ years directly implementing biometric identity verification, digital ID, or seamless-travel/single-token frameworks at an equivalent airport.
• Agile project management.
• Experience working in the Airport/Aviation domain, including liaison with Government and border control agencies.
• Experience managing programs using cross-functional teams in a medium to large organization.
• Exposure to and/or participation in international bodies that develop guidelines and standards for biometric operations at airports (ICAO, IATA, ACI, and the like).
• Command of the English language.
• Business/IS strategy and planning; technical strategy planning.
• Large system implementation.
• Business change management.
• Relationship management and vendor management.
• Biometric technology and cloud-based identity verification APIs.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.
• Certification and/or good understanding of ITIL service management best practices, project management best practices and tools.
• Mission-critical systems management.