Professional Services Consultant Lead (ICE)

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys' platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys' mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres - and is the only provider to repetitively deliver to all disciplines end-to-end - at scale. Fostering healthier communities.

Job Summary

• Accountable for Domain performance and Professional Services Consultants, embedding consultancy principles and driving growth, utilisation, and profitability.
• Align leadership strategy and vision with customer expectations and team delivery to ensure high quality engagements.
• Develop long term customer relationships, grow revenue, plan for Domain growth and profitability, accelerate advanced delivery models, and promote Consulting strategy.
• Manage Domain Professional Services Consultants to deliver Clinisys LIMS implementations across Trusts and other organisations.
• Act as the clinical/technical reference point for the Domain and support functional product development.
• Maintain up to date knowledge of laboratory regulations, practices, products, and technologies within pathology.

Responsibilities

• Exercise sound judgement in commercial and personnel matters; demonstrate strong stakeholder management and leadership engagement.
• Ensure consultants understand customer requirements from the PID and Sales design documents.
• Lead consultants in analysing customer workflows and configuring Clinisys products accordingly.
• Manage individual and team performance to meet utilisation targets, optimise project time, and address underperformance.
• Contribute to software development through customer driven recommendations.
• Deliver pathology key user training as required.
• Provide regular management reports and maintain project trackers.
• Identify efficiency opportunities and lead process improvements.
• Analyse utilisation trends and collaborate cross functionally to optimise resources.
• Build organisational capability, support talent development, and model inclusive teamwork.
• Apply situational leadership to coach consultants effectively.

KPIs

• Utilisation % (Monthly - PMO) - >XX% for all consultants
• Under target utilisation (Weekly - PMO)
• Resources booking less than contracted hours (Weekly - PMO)
• Average billable days per week (Weekly - PMO)
• Forecasted/actual revenue recognition (Weekly - PMO)
• Forecasted/actual effort recognition (Weekly - PMO)
• Project delivery OTIF; work off items/UAT issues (Per project post go live)
• Time booked to project against contracted hours (BUR)

Support of Domain and Consultants

• Service Support
• Product Support
• User Group
• Commercial/Sales demos
• P1 review calls
• 4th Line Review

Line Management

• Plan and agree resourcing with Project Managers.
• Balance workload across the Domain team.
• Create personal development plans.#
• Coordinate training and training materials.
• Approve timesheets, leave, and expenses.
• Conduct regular 1 2 1s and annual appraisals.
• Promote Clinisys culture and values.
• Support consultant skills development.
• Lead recruitment of new consultants.
• Manage absence and formal performance/disciplinary processes.

Additional Responsibilities

• Manage, maintain, document, and promote Master Build and workflows.
• Participate in review of Clinisys product changes, including enhancements, defects, and specifications.
• Maintain Quality Assurance during projects and Early Life Support.
• Support ongoing implementation QA with Service teams.
• Provide Domain input to Delivery Methodology, including templates, CAB processes, and Domain processes.
• Maintain customer engagement across system design, build, testing, validation, and service transition.
• Attend conferences and Domain meetings for market awareness, CPD, knowledge sharing, presentations, and follow up actions.
• Comply with Clinisys codes of conduct and guidelines.
• Perform any other duties commensurate with grade.

Knowledge, Skills, Abilities

• BMS 2 status in the UK Health sector.
• Experience leading a team.
• Working knowledge of AI technologies and ability to apply AI tools to improve processes.
• Strong motivational skills and resilience.
• Excellent communication across technical and non technical audiences.
• High commitment and proactive action taking.
• Ability to work independently.
• Strong customer service skills.
• Ability to create and deliver executive level reports and presentations.

Education and Experience

• Bachelor's degree.
• Experience in IT or software provider organisations or implementations.
• Moderate project management experience desirable.
• Experience managing a team and producing regular management reporting.
• Equivalent combinations of education and experience may be considered.

This role requires a working knowledge of Artificial Intelligence (AI) technologies and the ability to leverage them to improve processes and outcomes. A core understanding of AI concepts is required and must be able to demonstrate the use of AI tools in a professional setting.

Onboarding

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.