Service Support Manager

Purpose of the post

The postholder will support users to understand, onboard to and customise the Health Data Research Gateway (the Gateway). Launched in 2020 as part of the Digital Innovation Hub Programme, the Gateway is a central location to discover health data and other resources vital for research. To date, more than 850 metadata descriptions (datasets) from 70+ data custodians have been uploaded to the Gateway, along with 2500+ registered users and over 1000 data uses added to the Gateway data use register. More information can be found here. The role will support data custodians and users to integrate with products and services efficiently and oversee management of the service desk and triaging of support tickets.

Main responsibilities

• Manage the end-to-end onboarding process of services that underpin the Gateway (including set up, implementation, completion and feedback review).
• Understand the functionality of the Gateway in depth and deliver presentations and demos to users and stakeholders.
• Drive adoption of Gateway services and features through fostering relationships with existing and potential users.
• Provide advice on how to use and configure the system to meet user needs.
• Facilitate user-led improvements in collaboration with the Technology team and wider [Employer hidden — sign up to reveal] community, including documenting feedback and involvement in product development cycles.
• Build partnerships and liaise with internal colleagues to ensure effective services and identify solutions.
• Continuous improvement of the user onboarding process.
• Act as first-line support for stakeholders and data custodians, responding to queries in a timely fashion.
• Manage and develop user guidance and supporting materials.
• Produce engaging updates on Gateway developments for internal reporting and external communications.
• Oversee the Gateway Support Desk, ensuring tickets are delegated, monitored and resolved quickly.
• Escalate issues to the Senior Technical Programme Manager where required.
• Work with the Data Business Analyst and Chief Product Owner to provide transparent reporting on stakeholder onboarding progress and service usage.
• Work with the Data Business Analyst to maximise utility and value of reporting and dashboards.

Experience

• At least one year working in the health data sector and demonstrable effectiveness at engaging stakeholder communities.
• Customer focus and ability to identify needs and deliver solutions.
• Matrix management and experience of networking, negotiating, and influencing stakeholders.
• Experience of defining requirements from complex input from multiple conflicting stakeholders.
• Experience in business process documentation, analysis and optimisation.
• Demonstrable success in running several projects with conflicting priorities.
• Ability to apply management principles and proactively manage risk.
• Experience working directly with senior leaders.
• Autonomous and large team working.

Skills

• Excellent interpersonal skills and ability to handle sensitive issues positively.
• Exceptional business-to-business customer-facing skills.
• Proactive and supportive approach to problem solving with ability to determine when to escalate.
• Ability to process complex information and present targeted messages to different audiences.
• Excellent relationship building, negotiation and influencing skills.
• Excellent written and verbal communication skills with people at all levels.
• Excellent organisational skills and ability to manage competing priorities.
• Ability to work accurately with attention to detail.
• Ability to work as part of a team.
• Ability to work autonomously and make decisions without supervision.

We reserve the right to close this vacancy early if we receive sufficient applications. If interested, please submit your application as early as possible.

We politely request no contact from recruitment agencies or media sales.

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