Regional Support Manager

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

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 teams 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 1012 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

• Bachelors 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 247 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.

Required Experience:

Manager