Solutions Manager

  • Job Reference: UK1055
  • Date Posted: 20 October 2022
  • Recruiter: CliniSys
  • Location: UK Wide - (Home and Field Based)
  • Remote Working: 100% remote working possible
  • Salary: On Application
  • Sector: Biomedical Science, IT & Technical, Business & Commercial
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Rebecca Taylor
  • Email: rebecca.taylor@evolutionjobs.co.uk

Job Description

This is a key customer facing role working across a broad range of disciplines and required a blend of clinical, technical and CliniSys product knowledge.  The ability to retain high levels of motivation, leadership and focus during all stages of a large complex business and technology change programme are essential for this role.  The three main stages of the Solution Manager role and the key tasks within each stage are defined below:

 

Solution Design

  • The Solution Manager is a key resource within the delivery community and owns the overall solution design for all functional and technical aspects of the CliniSys solution.  The Solution Manager works closely with the CliniSys Project Manager to define the overall solution design, deployment timeline and identifies relevant project-based risks, assumptions, issues and dependences for the programme. 
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    Solution Build and Deploy

  • The Solution Manager is responsible for managing a team of Product Specialists and Domain Leads to ensure the required functional and technical components for the solution are deployed to meet the contracted requirements within the defined timeline.
  • The Solution Manager will use (where available) CliniSys best practice processes and documentation to ensure a “standard approach” to delivery is achieved.
  • In addition to using existing processes the Solution Manager will strive for continuous improvement across all CliniSys domains providing feedback to the Performance and Planning function to ensure Deployment methodologies and procedures are both maintained and updated
  • Completion of key solution definition and build documentation – aligned to the agreed/defined plan
  • A pragmatic approach to resolving technical/process delivery issues.  The solution Manager will have to work across the entire spectrum of business process, application and infrastructure domains to effectively resolve complex technology issues to ensure a clinically robust and technically viable solution is achieved
  • Supporting the customer during the User Acceptance Testing of the deployed solution
  • Creation of support documentation
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    Post Build and Deployment

  • The Solution Manager will provide customer End User technical training to enable the on-site IT team to provide local LIMS support activities
  • The solution Manager will provide initial early life operational support assisting the solution transition into normal service operation within the CliniSys service environment
  • Provide structured feedback within Lessons Learnt workshop(s) to improve solution simplification, standardisation, repeatability & reducing delivery timescales
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    Reports to:  Domain Lead – Solution Managers

     

    Subordinate Titles:  Product Specialists, A&I and TST (various technology roles within the TST team)

     

    Note: The Solution Manager has no direct line management responsibility for these resources but does have ownership of the overall solution and as such directs both CliniSys and customer resources to complete tasks within the overall delivery plan.

     

    Responsibilities:

    The responsibilities for the Solution Manager represent a complex cross-domain matrix that effectively pulls together the CliniSys solution from a disparate set of technology components, customer requirements and strict regulatory compliance requirements.  The sections below represent a core set of activities provided by a Solution Manager to support delivery of any given programme.  However, these core responsibilities are likely to flex to meet the complex and differing requirements of any specific customer programme.

     

    Project Initiation

  • Solution Review:
  • o   Provide delivery support for the Sales Handover Process, input/feedback on Operational Solution Design (OSD), validate scope and create an initial software and hardware checklist

  • Project Planning:
  • o   Define the elements of the Solution Manager Work Breakdown Structure (WBS) in scope for delivery

    o   Define and agree Project resource requirements with Project Manager – Technical, Domain Lead and Product Specialist

    o   Define Solution Manager input into Risk Register – Risk, Assumptions, Issues & Dependencies

    o   Assist the Project Manager in creating the required project control documents – plans, trackers and resource models

     

    Solution Design

  • Requirements Capture – ensure functional requirements are clearly captured/defined
  • Create High-Level Design (HLD) defining the key global decisions for all in-scope CliniSys solution components
  • Create the Low Level Design (LLD).  Note: This will utilise the Master Build and define the detailed WinPath core module configuration, software deployment architecture, technical architecture (infrastructure), network architecture, reporting architecture (both pathology and management reports) and CiM integration architecture.
  • Raise any required Change Requests to align design changes and contract
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    Documentation

  • The Solution Manager is responsible for identifying and using the latest Blueprints, deployment guides and other product related documentation to ensure Correct configuration/deployment of CliniSys functional components
  • Creation of project documentation – for example, HLD, LLD, User training documentation, Hand Over To Service (HOTS), etc
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    Build

  • Hardware – Review the deployed hardware, complete basic connectivity testing and validate basic hardware/component operation in accordance with TST Technical Design Document (TDD)
  • Software – Install software modules on hardware platform, Configure modules, configure printing, configure security, configure reports, configure labels, configure integration & build interfaces
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    Validation Test

  • Operational processes – verification and validation
  • Interfaces
  • Own to resolution, troubleshoot and support issues within test phase
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    Solution Deployment

  • Create user accounts
  • Complete all required cut-over tasks – stop/start queues, purge data, reset counters, run cleardown scripts, etc
  • Complete CliniSys validation testing
  • Create test & Training Systems
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    User Acceptance Testing

  • Support for UAT - Own to resolution, troubleshoot and support issues within UAT phase
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    Post Build & Deployment

  • Provide early life support
  • Support HOTS activities and any required training
  • Attend and provide feedback to lessons learnt workshop(s)
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    Project Support & Governance

  • Technically support Project Management on assigned projects attending project meetings as required
  • Monitor all deployment activity on a project, reviewing, completing relevant trackers and signing-off system build across all disciplines
  • Act as technical point of escalation for product specialists coordinating with Domain Leads and other departments as required
  • Provide input into MPS and other delivery reporting activities
  • Accurate and timely completion of timesheets, expenses and other administrative tasks
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    Product, Delivery, Process & CliniSys Development

  • To provide solution support and guidance to other departments within CliniSys
  • Support the continuous improvement process by feeding back any product, technical or solution recommendations to identify opportunities to simplification, standardisation, repeatability & reducing delivery timescales for CliniSys solutions
  • Support knowledge sharing within the Delivery team and the broader business
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    Personal & Professional

  • To comply with the CliniSys codes of conduct and working practices
  • To understand and comply with customer and CliniSys procedures and directives in a timely manner
  • To progress personal development and encourage the development of team members
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    Knowledge, Skills, Abilities & Experience:

     

    The solution Manager role covers a broad range of clinical, business, delivery and technology areas.  This section of the Job Description defines the core capabilities of the Solution Manager role and identifies the main domains associated with the knowledge, skills and abilities required within this role.

     

    Clinical Domain

  • The Solution Manager must come from a strong clinical background and have a sound understanding of the operational functions, processes and regulatory structures within a laboratory environment
  • A working knowledge of the following clinical areas:
  • o   BHI

    o   Blood Transfusion

    o   Microbiology

    o   Cellular Pathology

  • An understanding of the new equipment, processes and trends emerging within the pathology domain
  • The ability to engage with the customer and communicate competently about laboratory processes, procedures, techniques and requirements
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    Customer Facing Domain

  • A Solution Manager will spend significant amounts of time engaging with the customer – remotely or face-to-face on site.  Therefore, a Solution Manager must be able to engage at multiple levels with the customer understanding the correct level of stakeholder management for each of the following levels:
  • o   Senior NHS Managers and executives

    o   Consultants and medical professionals

    o   Senior laboratory staff

    o   Clinical/laboratory staff

    o   Technical staff

    o   Customer Project/Programme Manager and related delivery resources

  • Providing a conduit for CliniSys resources and skills
  • Personal commitment to meet agreed customer commitments
  • Flexibility to align with and work to customer operational policies, processes and procedures
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    Project Management & Project Governance Domain

  • Understanding of project management following the PRINCE2 principles
  • Proven skill and ability in Microsoft Project (or other structured project management tools)
  • Detailed understanding of CliniSys project governance, controls, processes, and procedures
  • Creation of risk register in accordance with CliniSys BRAG and risk assessment methodology
  • Input into CliniSys project reporting tools/mechanisms required to effectively manage delivery activities
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    Documentation

  • Effective use of CliniSys blueprints, technical templates and deployment documentation
  • Addition, creation and maintenance of CliniSys technical, delivery and process documentation
  • Creation of Project documentation (owned by Solution Manager) to the required levels of quality
  • Excellent written and presentation skills – to all levels within both customer and CliniSys
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    Technology Domain

  • Deep understanding and experience of CliniSys LIMS product set (ideally 3 years minimum experience) and how to deploy components into both datacentre and on-premises technical infrastructures
  • Hands-on practitioner experience for:
  • o   Network, IP routing and firewalls

    o   Windows operating systems architecture and components

    o   Web Services

    o   Oracle Database and Oracle RAC

    o   Business Objects

    o   Operational datacentre processes and procedures – for example, Backup/Restore, DR, Failover, etc

    o   Rhapsody, HL7, Healthcare integration solutions and broader integration technologies/techniques

    o   SampleNet and CDM

    o   Conworx

     

    Service Domain

  • The ability to diagnose, isolate and resolve complex IT issues (and knowing when to stop and handover to product specialist.  This support will be provided during the initial test phases of the project
  • Flexible 3/4 line support to CliniSys service desk when required
  • Ability to create simple, easy to follow and accurate user support documentation/training
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    Account Development, sales & Commercial Domain

  • Commercial awareness and ability to identify potential up-sell or cross-sell opportunities
  • Understanding the commercial impact, both positive and negative, in recommending changes to the original solution design
  • The ability to make balanced technical decisions based on commercial/timescale impact to the project
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    Product Development Domain

  • Proven track record in developing or improving an existing product or product set
  • Ability to capture and synthesise customer requirements
  • Ability to understand and generate product improvement suggestions based on observation and personal requirements/recommendations
  • Liaise with Product team to capture, prioritise and develop requirements and improvements to products
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    People Management, Professional Development & Soft Skills

  • Strong team leadership ability (ideally 3 years minimum experience)
  • Team player
  • Professional, positive attitude
  • Personal time management
  • Working well under pressure
  • Strong motivational skills – can get a team to deliver in difficult circumstances
  • High levels of commitment and ability to take action when necessary
  • Flexibility to meet challenging and unpredictable work demands – short bursts of intense periods of work to support challenging delivery timescales or go-live dates
  • Ability and willingness to work independently
  • Ownership and development of personal skills, training and career development – a strong sense of continuous personal improvement
  • Flexibility - willingness to travel and work away from home (Chertsey office and customer sites) if required
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    Education and Experience:

  • Bachelor’s degree
  • Moderate experience within an IT or software providers organisation
  • Moderate experience in a project management environment
  • Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.