• Ensure the smooth operation, maintenance, and continuous development of the ERP system • Support business units in using the ERP system • Train employees and create documentation • Record and handle incidents and requests (2nd-level support) • Analyze and optimize business processes in collaboration with the business units • Participate in the implementation of new modules and applications

• You correctly implement legal requirements for the Austrian market in our solutions – in particular the VRV 2015 • You transform complex administrative processes into clear, efficient software workflows and reduce manual routines through smart automation • You set functional priorities for our municipal applications and ensure they remain modern, compliant and successful in the long term • You accompany new features from idea to acceptance and thoroughly test them from the perspective of end users in daily municipal operations

• Manage all employee benefit programs including medical, dental, vision, life insurance, disability, retirement plans, and wellness programs • Manage vendor relationships for company benefits vendors, brokers, and third-party administrators • Lead the annual open enrollment process, including communication, system setup, and employee education • Ensure compliance with federal and state regulations including COBRA, ACA, ERISA, HIPAA, and FMLA • Resolve complex employee benefit issues and support employee inquiries • Monitor benefit utilization and analyze cost trends to support plan design decisions • Administer and maintain the organization’s compensation structure, salary ranges, and pay practices • Conduct market research and benchmarking to ensure competitive and equitable pay practices • Support annual salary review, merit increases, bonus programs, and variable sales compensation programs • Provide compensation guidance to managers during employee lifecycle/changes • Ensure compliance with pay transparency and wage laws • Serve as the primary owner and administrator for the HRIS system • Manage system updates, upgrades, and integrations with payroll and benefits systems • Maintain employee data integrity, reporting, and system configuration • Develop HR metrics and reports to support HR team and leadership decision-making • Ensure HR data security and confidentiality • Collaborate with Payroll and Finance to ensure accurate payroll and benefits deductions • Develop and maintain HR policies and procedures • Support audits and regulatory reporting • Project Management and/or support for various HR related projects/programs

Job Summary 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. 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. Responsibilities - 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. - 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. - 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. - 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. - Drive disciplined service governance, including KPI definition, SLA performance, backlog management, trend analysis, and executive-level reporting with clear corrective and preventative action plans. - 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. - 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. - Oversee major incident management, change governance, and release readiness, ensuring structured communication, risk management, and minimal disruption to customer operations. - Lead the continuous improvement and modernisation of regional support practices, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-driven decision-making. - Ensure robust communication and escalation processes across regional and global stakeholders, fostering transparency, alignment, and strong cross-functional collaboration. - Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge within the team. Experience and Qualifications - Minimum 10–12 years’ experience in Information Technology Support, with at least 5 years in a senior leadership role. - Demonstrated executive presence and experience engaging with C-level stakeholders and senior healthcare leaders. - Proven ability to operate as part of a senior regional management team and influence cross-functional outcomes. - Experience supporting multiple enterprise applications, preferably in Healthcare. - Strong track record of driving cultural change, service transformation, and measurable performance improvement. - Experience managing support from both service delivery and development perspectives. - Deep understanding of service management frameworks (e.g., ITIL) and modern support methodologies, including automation and data-driven performance management. Education and Training - Bachelor’s degree in Healthcare, Computer Science or a related field - ITIL certification (preferred) - Relevant leadership or management training (preferred) About InterSystems InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.