InterSystems
Regional Support Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
Job expiry date: 03/05/2026
Job overview
Date posted
19/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Compensation
Comprehensive package
Experience
10 - 15 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
03/05/2026
Job description
The Regional Support Manager provides senior leadership and strategic direction for Product Support across the Middle East, ensuring high-quality service delivery and alignment with both regional business priorities and global strategy. The role leads Support and Services teams, elevates service maturity, drives performance improvements, manages escalation processes, and represents Product Support at executive forums. Responsibilities include service delivery governance across Incidents, Service Requests, Enhancement Requests, and upgrades, driving KPI and SLA adherence, trend analysis, and corrective action plans. The manager partners with Product, Development, and Services teams to resolve recurring issues, influence product roadmaps, manage major incidents, and continuously improve support practices using automation, data-driven insights, and modern frameworks. The role also focuses on developing future regional leaders and embedding a culture of ownership, innovation, and constructive challenge.
Required skills
Key responsibilities
- Provide visible and credible leadership to customers, partners, and internal stakeholders, representing Product Support at executive governance forums and acting as senior escalation point
- Act as an integral member of the Middle East regional management team, contributing to strategy, commercial discussions, resource planning, and operational decisions
- Lead, develop, and performance-manage the regional Support function with clear accountability, measurable objectives, and a high-performance outcome-focused culture
- Own end-to-end regional service delivery model across Incidents, Service Requests, Enhancement Requests, and upgrades, ensuring prioritisation, demand management, and contractual alignment
- Drive disciplined service governance, including KPI definition, SLA performance, backlog management, trend analysis, and executive reporting with corrective and preventative action plans
- Champion consultative customer engagement, ensuring sustainable solutions rather than default tactical fixes
- Partner with Product, Development, and Services teams to address recurring issues, influence product direction, coordinate upgrade strategies, and represent regional requirements in global roadmaps
- Oversee major incident management, change governance, and release readiness, ensuring structured communication, risk management, and minimal disruption
- Lead continuous improvement and modernisation of support practices, incorporating best-practice frameworks, automation, tooling enhancements, and data-driven decision-making
- Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge
Experience & skills
- 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 within 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
- Bachelor’s degree in Healthcare, Computer Science, or related field
- ITIL certification preferred
- Relevant leadership or management training preferred