Job Summary
The Head of Product Support (Middle East and India) provides executive leadership, strategic direction, and operational accountability for Product Support across the Middle East and India region. As a key member of the regional leadership team, the role is accountable for the overall performance, maturity, and strategic evolution of the regional Product Support organisation, while representing the function with customers, partners, and senior internal stakeholders.
The role is responsible for driving service excellence through the continual evolution of the Product Support operating model, organisational capability, and measurable operational improvement aligned with regional business priorities and global strategy. The role leads the regional Product Support organisation and represents the function at executive customer forums, governance meetings, and strategic business discussions across the region.
Success in this role will be measured by exceptional customer outcomes, organisational capability, operational excellence, and the continued evolution of Product Support as a strategic differentiator for the business.
Responsibilities
- Champion a customer-first culture across the regional Product Support organisation, ensuring customer interactions strengthen customer satisfaction, trust, and long-term partnership while delivering measurable business value.
- Provide visible and credible leadership to customers, partners, and internal stakeholders, representing Product Support at executive governance and strategic customer forums while acting as the senior escalation point for complex or business-critical matters.
- Act as a key member of the Middle East regional management team, shaping regional strategy, contributing to commercial and investment discussions, and influencing resource planning and operational decision-making beyond functional boundaries.
- Lead the regional Product Support organisation through four experienced managers across Dubai and Riyadh, with accountability for workforce planning, organisational capability, performance, succession, and leadership development.
- Influence global and regional product strategy, development priorities, and investment decisions by representing regional customer needs and operational insight at executive governance forums.
- Own the regional service delivery operating model across Incidents, Service Requests, Enhancement Requests, and upgrades, ensuring effective prioritisation, demand management, and alignment with contractual commitments, customer outcomes, and business priorities.
- Establish and lead regional service governance, defining performance frameworks, KPIs, and service metrics while using operational analytics and executive reporting to drive accountability, informed decision-making, and continual service improvement.
- Embed a consultative approach to customer engagement, ensuring the team understands the underlying business requirement and defines appropriate, sustainable solutions rather than defaulting to agreement or tactical fixes.
- Provide executive oversight for major incident management, change governance, and release and deployment readiness, ensuring effective stakeholder communication, proactive risk management, and minimal disruption to customer operations.
- Lead the modernisation and continual evolution of the regional Product Support operating model, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-driven decision-making.
- Strengthen communication and escalation practices across regional and global stakeholders, fostering transparency, alignment, and effective cross-functional collaboration.
- Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge across the regional Product Support organisation.
Experience and Qualifications
Leadership Experience
- 8 years’ experience leading enterprise software support and/or service organisations, including significant experience leading regional or multi-country operations.
- Demonstrated success leading senior management teams through organisational growth, operational transformation, and cultural change.
- Demonstrated credibility engaging C-level executives, CIOs, executive sponsors, and senior healthcare leaders.
- Proven ability to operate as part of a senior regional management team and influence cross-functional outcomes.
Professional Experience
- Experience leading support organisations responsible for complex enterprise software portfolios, preferably within healthcare.
- Experience operating across Product Support, Development, and Professional Services, with the ability to balance customer outcomes, technical priorities, and commercial objectives.
- Deep understanding of modern service management frameworks (e.g., ITIL), automation, operational analytics, and data-driven performance management.
Education and Professional Qualifications
- 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.
AI Disclaimer
InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.
Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.
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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Healthcare Strength — Comprehensive medical, dental, and vision coverage includes mental‑health support and HSA/FSA options. Coverage is characterized as strong, with the company covering a large share of premiums.
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Leave & Time Off Breadth — U.S. employees receive a minimum of 23 PTO days per year, alongside paid holidays and sick time. This level of time off is presented as above many sector peers.
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Retirement Support — A 401(k) with employer contributions delivered via profit‑sharing is provided, and access to financial advisors supports planning. Employer materials and partner listings describe the program as a core part of total rewards.
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.
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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.
