Regional Head of Product Support

The role

The Regional Head of Product Support provides executive leadership and strategic direction for Product Support across the LATAM region. This person will lead the regional organization, drive service excellence, and represent the function with customers, partners, and senior stakeholders.

What you will do

• Champion a customer-first culture across the regional Product Support organisation.
• Provide leadership to customers, partners, and internal stakeholders.
• Act as a key member of the LATAM regional management team.
• Lead the regional Product Support organisation through experienced managers.
• Influence global and regional product strategy and investment decisions.
• Own the regional service delivery operating model.
• Establish and lead regional service governance.
• Embed a consultative approach to customer engagement.
• Provide executive oversight for major incident management and change governance.
• Lead the modernisation and evolution of the regional Product Support operating model.

Required qualifications

• 12+ 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.
• Experience leading support organisations responsible for complex enterprise software portfolios.
• Experience operating across Product Support, Development, and Professional Services.
• Deep understanding of modern service management frameworks (e.g., ITIL), automation, operational analytics, and data-driven performance management.
• Bachelor’s degree in healthcare, Computer Science or a related field
• Fluent English
• Fluent Spanish

Nice to have

• Experience within healthcare
• ITIL certification
• Relevant leadership or management training

About the company

InterSystems is a creative data technology provider that delivers a unified foundation for next-generation applications in more than 80 countries. Established in 1978, the company is headquartered in Boston, Massachusetts.