• Build positive and productive working relationships with customers for business growth.
• Understand the customer’s business, organization, processes, and goals.
• Collaborate with customer and Service Delivery to create and maintain effective Statements of Work (SOW.)
• SOW effort estimates, resource planning, budget creation, and change management.
• Perform customer negotiations on resource requirements, delivery rates, and scope creep.
• Drive recruiting to provide skilled resources within the budget
• Take responsibility for project setup design and implementation.
• Establish and evolve Project metrics showing progress against deliverables.
• Report delivery status to customers and develop required delivery documentation.
• Analyze, troubleshoot, and resolve delivery issues in a timely fashion.

Skills: Customer Relationship Management, Business Process Understanding, SOW Development, Resource Planning, Negotiation Skills, Recruiting Management, Project Setup and Implementation, Delivery Issue Resolution

• Receive, evaluate, and respond to customer requests and complaints.
• Lead the service delivery team, manage conflict, and ensure the team's processes and tasks are effective and carried out efficiently.
• Develop the Team Lead role and capability improvement.
• Ensure that the team maintains a high level of competence and operational excellence.
• Evaluate the performance of team members and determine training needs.
• Develop process improvements to meet deliverables and achieve cost-effectiveness.
• Ensure AR has all the required information to perform accurate invoicing.
• Handle customer and vendor escalations and engage management. 
• Cross-functional collaboration to determine ways to reduce costs without sacrificing customer satisfaction.
• Take responsibility for ad-hoc pre-sales support.

Skills: Customer Request Handling, Team Leadership, Capability Development, Performance Evaluation, Process Improvement, Invoicing Accuracy, Escalation Management, Cross-Functional Collaboration

• Participate in project scoping, proposal building, new client onboarding, project management, customer support, and client relationship management. 
• Plan, schedule, monitor and report on activities related to the project
• Create communication plans, ensuring that appropriate information is exchanged among key stakeholders and delivery teams
• Produce project documentation, user manuals, and specific training for transparency and business continuity
• Manage client's expectations, and understand client's point of view and needs while keeping MAJiK's interests in mind
• Manage onboarding and thereafter ongoing relationships with customers to ensure engagement and satisfaction
• Collect feedback and give input about marketing content and demonstration tools
• Work with the Product Management Team to identify features required by potential customers
• Advocate for customers within the organization and ensure customer satisfaction is always the highest priority
• Build and maintain strong, fruitful relationships with customers through continuous consultation and by consistently going above and beyond their expectations.
• Promote a Win/Win attitude with the client, follow up and follow through on commitments responsibly
• Systematize and improve customer support workflow.

Skills: Project Scoping, Client Onboarding, Project Scheduling, Stakeholder Communication, Documentation and Training, Client Relationship Management, Customer Feedback Collection, Customer Support Workflow Improvement

• Be responsible for leading, managing, promoting and developing the services of the Agency’s Customer Service Centre team. 
• Manage the resources and budget within a few key services to ensure the needs of the Agency’s internal and external stakeholders are met. 
• Play an important role in shaping the future development and implementation of standards of customer service excellence across the Agency.
• Manage, lead and develop a multiskilled Customer Service Centre, ensuring excellent standards of customer service are in place and maintained
• Take responsibility for primary MHRA contact channels (e.g. telephone and emails), and MHRA portal and registrations
• All enquiries related to Medicines Regulation and Marketing Authorisations e.g. application status updates, expedition requests, appeals, complaints, general lifecycle and regulatory queries
• Take responsibility for helpline support services, Operation of the Central Alerting System (CAS)
• Lead the collection and analysis of information about user experience, including establishing ways for customers to provide feedback on service performance to influence service development and continuous improvement.
• Lead a review of the current metrics (KPIs, SLAs) used to measure service performance, both internally and externally ensuring these remain fit for purpose and meet the needs of the Customer
• Play a proactive role in the communications division’s account management and project management system.

Skills: Customer Service Management, Resource and Budget Management, Service Excellence Development, Multiskilled Team Leadership, Contact Channel Management, Regulatory Enquiry Handling, User Experience Analysis, Service Performance Metrics

• Work alongside product managers, be responsible for the prioritization of work for the team to meet customer delivery deadlines
• Serve the needs of the team responsible for delivering customer experiences, and lead them in the right direction.
• Keep everyone on the right track and ensure common priorities feeding this into the prioritisation of work
• Raise critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
• Develop systems, procedures, and methodologies to support outstanding customer delivery
• Develop a deep understanding of projects to gain insights into the scope of customer delivery
• Build strong relationships with teams and stakeholders to enable effective dialogue exchange between them
• Ensure customers are aware of enhancements and functionality additions and collaborate with customers to use/implement such functionality.
• Track customer satisfaction levels and make recommendations for improvement.
• Oversight of customer invoicing as it relates to contractual deliverables.

Skills: Work Prioritization, Team Leadership, Incident Management, Customer Delivery Systems, Project Scope Understanding, Stakeholder Collaboration, Customer Satisfaction Tracking, Invoicing Oversight

• Previous experience of successfully operating in a service improvement or monitoring role
• Excellent communication and interpersonal skills able to influence others and manage multiple relationships.
• Target and deadline focused able to deliver results
• Ability to prioritize workloads, manage multiple tasks and organize time effectively
• Exceptional problem-solving skills able to take initiative to navigate barriers
• Ambitious - aspirational in what we can provide for residents
• Caring - in how we treat colleagues, customers and partners
• Collaborative - working effectively with others
• Empowering - helping others to reach their potential
• Trusted - to do what we say we are going to do

Qualifications: BA in Logistics and Transportation with 4 years of Experience

• Experience leading the delivery of enterprise-level IT consulting projects 
• Prior track record for delivering fixed fee/T&M projects
• Ability to travel to Multiple client locations to deliver professional services
• At least one active project management certification (e.g., APM, CSM, PMI-ACP, PRINCE2) experience and certifications
• Ability to manage engagements using both Waterfall and Agile/Iterative methodologies
• Has presented to C-level executives (CIO, CEO, CTO, CISO, etc.) as well as to technical subject matter experts
• Understanding customer and WW level to analyze delivery requirements and contribute to customer strategic business plan
• Ability to represent delivery of all services (all functions) to the customer
• The ability to effectively and proactively manage risk for medium to high-risk projects
• Able to hire, lead, and provide managerial and technical expertise to cross-functional teams including 3rd party vendors to ensure performance goals

Qualifications: BA in Operations Management with 8 years of Experience

• Demonstrable experience in structuring and executing complex projects/programs as a Program Manager
• Experience applying formal project management methodologies and disciplines in both traditional and Agile programs
• Experience establishing governance structures that facilitate and drive decision-making, trade-offs and resolution paths
• A self-starter, independent-thinker, curious and creative person with ambition and passion
• Attention to detail and a constant quality focus
• Self-motivated, with the ability to prioritize and multi-task
• Have ITIL Foundation and Practitioner
• Have PRINCE2 Foundation and Practitioner
• Have Agile/Scrum-master qualifications
• Have Program Management Professional (PgMP)

Qualifications: BA in Business Administration with 5 years of Experience

• Experience in Technical Program Management, Account Management, Solution Design 
• Consulting experience in a Healthcare or related environment
• Expertise and experience with long-term strategic partnerships from opportunity through delivery
• Understanding of EDI portfolio
• Project Management Certification (PMI or PMP) or equivalent
• In-depth knowledge in leading the implementation of technology and business process improvement projects.
• Strong understanding of industry-related business challenges, opportunities and internal/external trends related to technology management
• Strong understanding of the healthcare industry including clinical processes, workflows, and related technology.
• Strong change management and influencing skills
• Professional demeanor and strong collaborative and communication skills

Qualifications: BA in Customer Relationship Management with 7 years of Experience

• Six Sigma or Process/Continuous Improvement experience
• Strong account and delivery skills
• The ability to sales support with relevant IT/Product categories
• Strong strategic and tactical account support management and services skills
• Strong Matrix Management and delivery skills
• Be an excellent communicator
• Attention to detail, with a focus on interpreting results from data available
• Excellent leadership skills with the ability to coach, mentor and influence others
• Ability to work independently and multi-task in a team-oriented environment
• Problem-solving capabilities, which include using several methods to help diagnose the opportunity with a general focus on operational efficiency

Qualifications: BA in Supply Chain Management with 4 years of Experience