Regional Support Manager

<p><strong>Job Summary</strong></p> <p>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.</p> <p>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.</p> <p> </p> <p><strong>Responsibilities</strong></p> <ul> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Drive disciplined service governance, including KPI definition, SLA performance, backlog management, trend analysis, and executive-level reporting with clear corrective and preventative action plans.</li> <li>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.</li> <li>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.</li> <li>Oversee major incident management, change governance, and release readiness, ensuring structured communication, risk management, and minimal disruption to customer operations.</li> <li>Lead the continuous improvement and modernisation of regional support practices, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-