Project Manager - Middle East Upgrades

Role Summary

The Project Manager will lead the planning, coordination, and execution of TrakCare and IntelliCare upgrade projects across the Middle East. This role is responsible for managing the Services team, ensuring project readiness, and driving quality outcomes across a growing pipeline of upgrade and enhancement work. The Project Manager will play a key role in increasing delivery capacity, aligning internal and customer stakeholders, and ensuring that post-upgrade feature adoption is realised.

Key Responsibilities

• Manage the Services Team: Line manage, lead and support the Services team delivering upgrades, patches, and configuration projects across TrakCare and IntelliCare environments.
• Own the Upgrade Pipeline: Maintain oversight of the full upgrade queue across all regional customers. Prioritise, sequence, and track progress against delivery plans.
• Ensure Project Readiness: Coordinate with customers, Support, Development, and other stakeholders to ensure all prerequisites – such as environments, test plans/scripts, resources, and approvals – are in place prior to execution.
• Increase Upgrade Throughput: Identify and implement improvements to project execution, reduce bottlenecks, and scale delivery capacity to meet growing demand.
• Drive Quality Outcomes: Ensure upgrades are delivered to a high standard, with minimal disruption and clear benefits to the customer.
• Align on Desired Outcomes: Facilitate clear understanding and documentation of the outcomes customers expect from each upgrade, and ensure delivery efforts align to those expectations, including co-ordinating post-upgrade resourcing.
• Ensure Feature Adoption Post-Upgrade: Work cross-functionally and cross-departmentally to follow up after go-live, ensuring new features are properly configured and delivering value.
• Liaise Across Teams: In regard to upgrades, act as the central coordination point between Support, Account Management, Application and Technical teams, ensuring seamless communication and accountability.

Skills & Qualifications

• Proven experience in program or project management within enterprise software in healthcare or EHR environments.
• Deep understanding of upgrade delivery cycles and post-deployment adoption challenges.
• Strong leadership and people management skills.
• Excellent stakeholder management, communication, and coordination abilities.
• Ability to drive process improvement and scale operational delivery.
• Familiarity with TrakCare or similar clinical systems is essential.
• Project Management certification (e.g. PMP, PRINCE2) preferred.