Head of Support UK - Alcidion : Job Details

About the role

We are currently seeking a Support Manager UK to lead the team in delivering exceptional technical and functional support across our Alcidion Product Suite. This opportunity is open to flexible working arrangements such as working from home, in our offices or a combination of both. Ideally you will be able to commute to our Manchester office for meetings and to collaborate with the Support team.

Day to day you will:

• Own the delivery of the support function in the UK
• Contribute to account management of key customers, understanding the entirety of the customer position, including challenges, project work, issues and risks
• Operate as part of a global support team with aligned processes and procedures to allow for a smooth transition to Australian / NZ colleagues in a 'follow the sun’ support model
• Liaise with appropriate L2/L3 team leaders to achieve successful outcomes for customer raised incidents following ITIL problem management principles

About Alcidion

We’re transforming healthcare together

Alcidion develops innovative solutions that address the problems challenging healthcare organisations around the world today. We create modern technologies to provide the answers. We aim to improve the experience of patients and clinicians and directly contribute to the effectiveness and efficiency of healthcare operations - creating a cycle of continuous improvement.

We love the way we work

Our people are inspired by a shared sense of purpose. We are proud of what we do. Empowered to solve problems, each person’s work contributes to the transformation of healthcare delivery.

We’re not a start-up but a scale-up! This means challenging, broad and varied roles allowing us to grow individually as Alcidion grows, in a company that’s big enough to be global but small enough for our efforts to make a genuine difference.

Flexible working is welcomed and encouraged. It’s not where, when or how we work that’s important, it is the contribution each of us make.

Also on offer are:

• A range of leave options, including gender neutral paid parental leave and miscarriage leave
• Health and wellbeing schemes and initiatives
• Financial perks and discounts.

We care about culture

Overwhelmingly, our people tell us that the best thing about working for Alcidion is our culture, the people that they work with and the sense of purpose. They use words like "family" and "inclusive" to describe our culture and "helpful", "friendly", "smart", "professional" and "caring" to describe their peers and managers.

Strong values are important to us at Alcidion. Our values guide us in our day-to-day work:

• We are Brave
• We are Creative and Innovative
• We Amaze our Customers
• We are a Team
• We Celebrate our Achievements
• We are Optimistic

About you

If you're passionate about innovative technology and healthcare, a career at Alcidion could be for you.

To be successful in this role, you will be a people-orientated professional who is passionate about driving the highest quality service delivery. You will have good understanding of the concept of building cohesive teams, importance of training, developing and coaching support teams as well as service desk specific SLAs and KPIs within the ITIL framework that drive the results.

The ideal candidate will have the following background:

• Substantial experience as Support Manager/Head of Support for NHS customers in the EPR (or other complex systems) space

• Substantial experience in managing complex customer accounts at both a strategic and tactical level
• Experience supporting cloud hosted solutions alongside a Site-Reliability-Engineering / Managed Services team
• Proven experience working to processes aligned to ISO9001 (quality management), ISO27001 (information security) and ISO31000 (risk management)

Statement of posting

• You must have the right to live and work in the United Kingdom to be considered for this position.
• Alcidion is an equal opportunity employer. We are committed to a diverse and inclusive culture and value the unique backgrounds and experiences of everyone. In recruiting for our team, we welcome the individual contribution that you will bring in terms of your culture, ethnicity, race, colour, nationality, disability, gender identity, marital status, sexual orientation, age, languages spoken, faith and beliefs. We encourage you to apply and bring your full self to work, where you will be supported in your development at all stages of your journey with Alcidion.
• Please indicate within your cover letter if you require any reasonable adjustments to the recruitment process to assist you in being considered for the role.
• Prospective employees will be required to undertake pre-employment checks, which may include referee, criminal record, academic and employment history checks as required.
• No agency enquiries or applications please. Alcidion will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Alcidion.