Regional Head of Product Support
On-siteSantiago, Santiago Metropolitan, Chile
Job Summary
Champion a customer-first culture across the LATAM regional Product Support organisation while delivering measurable business value. Provide visible leadership to customers, partners, and internal stakeholders, representing the function at executive governance and strategic customer forums. Act as a key member of the regional management team, shaping strategy, contributing to commercial discussions, and influencing resource planning. Lead the organisation through experienced managers, overseeing workforce planning, performance, and succession. Own the regional service delivery operating model, ensuring effective prioritisation, demand management, and alignment with contractual commitments. Establish service governance, defining KPIs and metrics to drive accountability and continual improvement. Lead the modernisation of the operating model, incorporating automation and data-driven decision-making. Provide executive oversight for major incident management, change governance, and release readiness.
Required Qualifications
- 12+ years' experience leading enterprise software support and/or service organisations
- 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
- preferably within healthcare
- Experience operating across Product Support, Development, and Professional Services
- ability to balance customer outcomes, technical priorities, and commercial objectives
- Deep understanding of modern service management frameworks (e.g., ITIL)
- automation
- operational analytics
- data-driven performance management
- Bachelor's degree in healthcare, Computer Science or a related field
- Fluent English
- Fluent Spanish
Desired Qualifications
- ITIL certification (preferred)
- Relevant leadership or management training (preferred)
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