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 about Gateway developments can be found here.

The role will support data custodians and users to integrate with products and services efficiently. The role will also oversee the management of the service desk and triaging of support tickets. This will require management of a fast-paced pipeline of work to deliver high-quality services offered through the Gateway.

This is a unique and exciting opportunity to work with key partners internally and externally and develop infrastructure and services that improve access to health data for research and innovation that has the potential to transform lives.

Main responsibilities

• Manage the end-to-end onboarding process of services that underpin the Gateway (including set up, implementation, completion and feedback review) on a day-to-day basis.
• Understand the functionality of the Gateway in depth and be able to deliver presentations and demos on Gateway functionality to users and stakeholders.
• Drive adoption of Gateway services and features through fostering relationships with existing users and potential users.
• Provide advice on how to use and configure the system to be able to meet user needs.
• Facilitate user-led improvements to services in collaboration with the Technology team and the wider HDR UK community including:
  1. Ensuring that data custodian, partner and user feedback is documented and shared with relevant stakeholders as part of defined pipelines.
  2. Involvement in all Gateway and product development cycles to ensure custodian and user led and data driven decisions are the heart of any future developments.
  3. Build partnerships and liaise with internal colleagues to ensure services are working effectively and identifying solutions for issues that may arise.
• Continuous improvement of the user onboarding process, ensuring alignment with institute strategy and delivery plans.
• Act as first-line support for stakeholders and data custodians wishing to engage with the Gateway, ensuring that concerns or queries are responded to in a timely fashion.
• Manage and develop user guidance and supporting materials.
• Produce engaging updates on Gateway developments for the purposes of internal reporting and external communications.
• Oversee the Gateway Support Desk, ensuring tickets are delegated, monitored and resolved quickly.
• Escalate issues and concerns 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 to enable key decisions to be made in a timely fashion.
• Work with the Data Business Analyst to maximise the utility and value of reporting and dashboards, ensuring any visualisation/BI tools are operating effectively.

Experience

• At least one year working in the health data sector and demonstrable effectiveness at engaging stakeholder communities and understanding their needs.
• Customer focus and ability to identify needs and deliver workable solutions.
• Matrix management and demonstrable experience of networking, negotiating, and influencing stakeholders and teams.
• Experience of defining and documenting requirements from complex input from multiple conflicting stakeholders.
• Experience in business process documentation, analysis and optimisation.
• Demonstrable success in running several projects at once or similar timeframes with conflicting priorities in a fast-paced environment.
• Ability to apply management principles and processes and proactively manage risk.
• Experience of working directly with senior leaders, working effectively with humility and confidence.
• 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 engagement with colleagues to support problem solving with ability to determine when issues need to be escalated.
• Ability to process complex information and present targeted messages to different audiences.
• Excellent ability to build relationships, negotiate and influence effectively.
• Excellent written and verbal communication skills with the ability to communicate effectively and confidently with people at all levels.
• Excellent organisational skills, with the ability to manage competing priorities in a fast-paced environment.
• 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 for the role. Therefore, if you are interested, please submit your application as early as possible.

We politely request no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.