Regional Support Manager

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)