Engagement and Technical Service Lead

Purpose of the post

The postholder will have exceptional delivery skills, and be able to understand and articulate the services and features of our Technology products to guide key users and organisations from across the UK and beyond in adopting these solutions. The postholder will manage a fast-paced pipeline of work to consistently deliver optimal user experience and act as first-line support, including the oversight and triage of support tickets. The role will also ensure requirements and feedback from users are fed into the development process, whilst promoting integration and interoperability across our portfolio of technology projects and the institute as a whole. The postholder will work proactively with Data Custodians to promote the adoption of new features and elevate the quality and consistency of surfaced data assets.

This is a unique and exciting opportunity to work with key partners both externally and internally to drive projects with innovative technical componentry that develop solutions and partnerships that improve access to health data for research and innovation that has the potential to transform lives.

Main responsibilities

• Drive adoption of Gateway services and features through fostering relationships with users and organisations from across the UK and beyond
• Driving development of user-led requirements across multiple settings and complex programmes of work in collaboration with the Technology team and the wider HDR UK community including:
• Ensuring that data custodian, partner and user feedback is documented and shared with relevant stakeholders as part of defined pipelines.
• 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.
• Build partnerships and liaise with internal colleagues to ensure services are working effectively and identifying solutions for issues that may arise.
• 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, regardless of their technical and/or domain knowledge
• Provide comprehensive advice on how to use and configure the system to be able to meet user needs.
• 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.
• Proactively 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 (bugs, requests and feedback) 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, service usage and support requests/bugs 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.
• Use of appropriate team communications and project management tools.
• Be prepared and able to work flexibly to support colleagues as needed, adapting to a rapidly evolving environment and emerging priorities.

Experience

• At least one year working in the health data sector and demonstrable effectiveness at engaging stakeholder communities and understanding their needs.
• Demonstrable success in delivering several projects at once or similar timeframes with conflicting priorities in a fast-paced environment.
• Customer focus and ability to rapidly 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.
• 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 distributed team working.

Skills

• Excellent planning, organisation and time-management and project management skills with a proven track record of delivering multiple challenging projects on different deadlines.
• Excellent interpersonal skills and ability to handle sensitive issues positively.
• Ability to build and maintain momentum across project teams of multi-skilled professionals.
• 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 with users of all levels of technical ability, seniority and domain experience.
• Ability to make decisions without supervision.