Job Summary
This senior leadership position is responsible for providing strong executive presence and strategic direction for Product Support across the Middle East region. The role ensures an outstanding level of customer service while acting as a visible, credible, and proactive member of the regional management team.
The Regional Support Manager is accountable for elevating service maturity, delivering modern support practices, strengthening regional leadership cohesion, and driving measurable performance improvement aligned with both global strategy and regional business priorities. This role leads the Support and Services teams and represents Product Support at senior customer and executive forums across the region.
Responsibilities
- Provide visible, credible leadership to customers, partners, and internal stakeholders, representing Product Support at executive governance forums and acting as the senior escalation point for complex or high-impact matters.
- Act as an integral member of the Middle East regional management team, contributing to regional strategy, commercial discussions, resource planning, and operational decision-making beyond functional boundaries.
- Lead, develop, and performance-manage the regional Support function, establishing clear accountability, measurable objectives, and a high-performance culture focused on outcomes rather than activity.
- Own the end-to-end regional service delivery model across Incidents, Service Requests, Enhancement Requests, and upgrades, ensuring structured prioritisation, demand management, and alignment to contractual commitments and business value.
- Drive disciplined service governance, including KPI definition, SLA performance, backlog management, trend analysis, and executive-level reporting with clear corrective and preventative action plans.
- Champion a consultative approach to customer engagement, ensuring the team understands the underlying business requirement and defines appropriate, sustainable solutions rather than defaulting to unconditional agreement or tactical fixes.
- Partner with Product, Development, and Services teams to address recurring issues, influence product direction, coordinate upgrade strategies, and ensure regional requirements are effectively represented in global roadmaps.
- Oversee major incident management, change governance, and release readiness, ensuring structured communication, risk management, and minimal disruption to customer operations.
- Lead the continuous improvement and modernisation of regional support practices, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-driven decision-making.
- Ensure robust communication and escalation processes across regional and global stakeholders, fostering transparency, alignment, and strong cross-functional collaboration.
- Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge within the team.
AI Qualification:
- Demonstrated ability to learn, evaluate, adapt to, propose and implement AI-augmented workflows in order to continually enhance your own, and the team’s, productivity
- Experience using AI-assisted tools (e.g. copilots, summarisation tools, or chatbots) to investigate, triage, or document complex support cases, with an ability to critically evaluate and verify AI-generated outputs
- Ability to construct effective prompts for LLM-based tools to (for example) extract structured information from clinical documentation, support logs, or knowledge bases
- Familiarity with how AI/ML features are embedded in clinical or administrative software — such as predictive scheduling, coding suggestions, or alert prioritisation — and the ability to support end users in understanding and troubleshooting these features
Experience and Qualifications
- Minimum 10–12 years’ experience in Information Technology Support, with at least 5 years in a senior leadership role.
- Demonstrated executive presence and experience engaging with C-level stakeholders and senior healthcare leaders.
- Proven ability to operate as part of a senior regional management team and influence cross-functional outcomes.
- Experience supporting multiple enterprise applications, preferably in Healthcare.
- Strong track record of driving cultural change, service transformation, and measurable performance improvement.
- Experience managing support from both service delivery and development perspectives.
- Deep understanding of service management frameworks (e.g., ITIL) and modern support methodologies, including automation and data-driven performance management.
Education and Training
- Bachelor’s degree in Healthcare, Computer Science or a related field
- ITIL certification (preferred)
- Relevant leadership or management training (preferred)
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Skills Required
- Minimum 10-12 years experience in Information Technology Support
- At least 5 years in a senior leadership role
- Experience supporting multiple enterprise applications, preferably in Healthcare
- Strong track record of driving performance improvement
- Deep understanding of service management frameworks, particularly ITIL
What the Team is Saying
InterSystems Compensation & Benefits Highlights
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Leave & Time Off Breadth — InterSystems states U.S. employees receive a minimum of 23 PTO days per year, plus paid holidays and sick time. Time‑off tiers by tenure are noted, yet the stated floor is generous.
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Healthcare Strength — The company lists comprehensive medical, dental, vision, FSAs/HSAs, mental‑health support, wellness programs, and some onsite fitness offerings. This breadth is emphasized across official materials and benefit summaries.
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Retirement Support — A 401(k) with employer contributions and a profit‑sharing component is offered, along with access to free financial advisors and planning tools for U.S. employees. This structure is positioned as competitive with common match programs.
InterSystems Insights
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
Gallery
InterSystems Teams
InterSystems Offices
OnSite Workspace
InterSystems prioritizes in-person collaboration with majority on-site presence and some work from home flexibility that varies by region and office location.
