Job Description

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)