Program Manager (Product Support)

The Program Manager will be accountable for the successful delivery of InterSystems TrakCare upgrade projects across the Middle East region. This role holds direct responsibility for managing the Services team, which primarily provides upgrade services to existing Electronic Health Record (EHR) customers, as well as overseeing limited-scope service engagements where required.

The Program Manager will lead the planning and execution of upgrade initiatives, ensuring that customers are adequately prepared, projects are delivered on time and to a high standard, and that the expected clinical, operational, and business benefits of the upgrades are realised—whether through Services team activities or coordinated work across InterSystems’ broader delivery functions.

Responsibilities:

• Act as a key liaison and trusted representative for customers undergoing TrakCare upgrades, serving as the escalation point between the customer and the Services Manager.
• Provide leadership to the regional Services team, fostering a collaborative and customer-focused culture aligned with InterSystems’ delivery values.
• Oversee and directly manage a portfolio of upgrade projects, ensuring rigorous planning, proactive risk management, and alignment to agreed timelines and quality benchmarks.
• Work closely with internal stakeholders—including Account Management, Service Executives, Product Management, Implementation, and Support—to coordinate resources and ensure seamless delivery.
• Monitor and manage project progress to ensure milestones are achieved and budgets are adhered to.
• Collaborate with the Services Manager to determine team development needs and support ongoing capability-building initiatives.
• Conduct pre-upgrade assessments and customer readiness reviews to ensure prerequisites are in place for a successful project start.
• Co-develop tailored upgrade project plans, considering customer priorities, operational constraints, and available resources.
• Champion post-upgrade activities aimed at helping customers extract the full value of new functionality or enhancements.
• Represent InterSystems in presales discussions to scope upgrade projects, provide input on timelines and resource estimates, and articulate delivery value.
• Strengthen local credibility through domain expertise, a proactive service ethos, and the ability to build trust with healthcare clients, partners, and delivery teams.

Qualifications:

• Extensive experience leading large-scale EHR, ERP, or HIS projects, particularly in hospital or healthcare environments.
• Strong understanding of healthcare workflows, patient safety priorities, and the operational needs of modern hospitals.
• Ability to operate under pressure while managing complex and concurrent project demands.
• Familiarity with healthcare IT infrastructure, including application integration and database technologies.
• Skilled in influencing and motivating cross-functional teams with and without direct authority.
• Strong written and verbal communication skills, with fluency in English essential; Arabic language skills are an advantage.
• Deep understanding of project management methodologies and behavioural leadership competencies.
• Proven success in delivering services within scope, budget, and timelines, while maintaining a high level of customer satisfaction.
• A self-motivated and hands-on leader who invests in team development and leads by example.
• Strong commitment to client service, with a personal ethos centred on healthcare quality and delivery excellence.
• Ability to travel (not expected to exceed 25%).

Education and Professional Training:

• 10+ years of experience in the healthcare technology or services sector.
• Technical literacy in software implementation, healthcare informatics, and system upgrades.
• Bachelor’s degree in Engineering, Medicine, Healthcare Informatics, or Business Management.
• Recognised Project Management certification such as PRINCE2, PMP, or PMI.