MEA Regional Support Director

InterSystems; Dubai; On-site; AED 600,000 - 900,000; Full time

Job summary

InterSystems in Dubai seeks a Regional Support Manager to provide strategic direction for Product Support across the Middle East. You will lead the regional teams, drive service maturity, and align with global strategy while engaging with senior customers and executives.

The role requires executive presence, extensive ITIL experience, and a track record of delivering measurable performance improvements in healthcare-focused enterprise environments.

Qualifications

• Minimum 10–12 years in Information Technology Support with at least 5 years in a senior leadership role.
• 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.

Responsibilities

• Provide executive leadership to the regional ME Product Support team and act as senior escalation point for complex issues.
• Contribute to regional strategy, commercial discussions, resource planning and operational decision-making beyond functional boundaries.
• Lead regional Support function with clear accountability and performance goals.
• Oversee end-to-end regional service delivery for incidents, requests, enhancements and upgrades.
• Drive governance with KPI definitions, SLA reporting, backlog management and action plans.
• Champion consultative customer engagement to define sustainable solutions.
• Coordinate with Product Development to address recurring issues and inform global roadmaps.
• Oversee major incidents, change governance and release readiness.
• Lead continuous improvement and modernization of regional support practices with automation and data use.
• Ensure transparent communication across regional and global stakeholders.

Skills

Executive presence

Stakeholder engagement

Regional leadership

Service governance

ITIL knowledge

Education

Bachelor's degree in Healthcare Computer Science or related field

ITIL certification (preferred)

Leadership/training programs (preferred)

Job description

InterSystems in Dubai seeks a Regional Support Manager to provide strategic direction for Product Support across the Middle East. You will lead the regional teams, drive service maturity, and align with global strategy while engaging with senior customers and executives.

The role requires executive presence, extensive ITIL experience, and a track record of delivering measurable performance improvements in healthcare-focused enterprise environments.