Be a part of something bigger...
Our Story
We're on a mission to become a world-leading health-tech pioneer, and we know that we can only achieve this with the help of talented individuals like you. If you're passionate about improving healthcare outcomes and want to work in a team of like-minded individuals, we invite you to join us on our journey.
We're also super proud to be Great Place to Work-Certified, based on outstanding feedback directly from our team!
The Opportunity
Radar Healthcare's new Head of Professional Services
The Head of Professional Services will lead and manage our support, project management and product specialist functions, ensuring exceptional service delivery and client satisfaction. This role will be pivotal in driving the success of our implementation projects and providing ongoing support to our clients across the NHS, Health and Social Care, and International healthcare economies. The ideal candidate will possess strong leadership skills, a deep understanding of healthcare systems, and a passion for leveraging technology to improve healthcare outcomes.
What you'll be doing to make a difference:
1. Leadership and Strategy:
- Develop and execute the Professional Services strategy in alignment with company goals.
- Lead, mentor, and manage a team of support and project management professionals.
- Foster a culture of excellence, continuous improvement, and customer-centricity within the team.
2. Support Function Management:
- Oversee the support team to ensure timely and effective resolution of client issues.
- Implement best practices and processes for customer support, including ticketing systems, knowledge bases, and SLA management.
- Monitor support metrics and KPIs to drive performance improvements.
- Analyse inbound queries and liaise with the wider business to create strategies to resolve themes and trends.
- Report on themes, trends and SLA resolution to the SMT.
3. Project Management:
- Lead the project management team to deliver projects on time, within scope, and within budget.
- Develop and maintain project plans, schedules, and resource allocations.
- Ensure effective stakeholder communication and manage client expectations throughout the project lifecycle.
- Work closely with the sales team to ensure that the scope of the project is agreed and inline with client expectations.
4. Product Specialists:
- Lead the product specialist team to support project deliver and in life customer success.
- Ensure you and the team fully understand all elements of Radar Healthcare and the corresponding product developments.
- Create internal training to and product sheets to support teams and customers on product delivery.
- Lead the team to deliver consultancy and product design, build and implementation as required by the projects team or partnerships team.
5. Client Engagement:
- Work closely with the partnerships team to understand issues clients are facing.
- Act as a senior point of contact for escalations and complex issues.
- Conduct regular reviews with clients to ensure they are achieving the desired outcomes from our project management and support functions.
6. Collaboration and Communication:
- Collaborate with product development, sales, and the partnerships team to ensure client needs are being meet through project management, support and product delivery.
- Provide regular updates to senior management on the status of support and project activities.
- Represent the company at industry events, conferences, and client meetings as needed.
7. Process Improvement:
- Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
- Stay abreast of industry trends and best practices in healthcare technology and service delivery.
Your journey so far...
- Minimum of 7-10 years of in a professional services role within the healthcare technology sector.
- Proven experience in managing support and project management teams.
- Strong knowledge of NHS systems, care home operations, and international healthcare markets.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Strategic thinking and problem-solving abilities.
- Customer-focused mindset with a passion for delivering high-quality service.
- Strong organizational and time management skills.
- Proficiency in project management tools and software.
- Ability to analyse data and metrics to drive decision-making.
Even better if you...
- Have a Bachelor's degree in Healthcare Management, Information Technology, Business Administration, or a related field.
- Have PMP, PRINCE2, or similar project management certification.
What we offer in return...
A competitive salary dependent on experience
Learning & development budget of £1,000 each year to drive your own professional development
Flexible working - We have a base expectation to be onsite with customers, but outside of this, the choice is yours between home and office working!
25 days holiday (+ bank holidays) continually increasing with service, plus the option to buy up to a week
Birthdays off and a surprise through the letterbox
Charity leave - giving back is important to us, so we empower all our team members to support charity every year on company time
Mental healthcare - Face to face counselling support, an app, and an Employee Assistance Program and many colleagues trained in mental health first aid
Healthcare - Cover with Medicash, you get money back when you spend on health appointments e.g. physio, dental, optician, prescriptions, private GP + more
Life cover - a pay-out of 3x your salary to support your beneficiaries if the worst happened
PLUS a monthly £ allowance on our flexible benefits platform to spend on whatever else you might be after (private medical insurance, dental insurance, critical illness cover, or upgrade any of the covers above).