Director of Implementation and Support

at  Nordic Global

SKILLS AND EXPERIENCE

• Bachelor’s degree required, with a preference in business, healthcare administration, industrial engineering, or related field.
• Significant experience in the healthcare industry preferred, with direct experience in electronic health record implementation (Epic, Cerner, MEDITECH, etc.).
• Proven problem-solving skills, with an ability to develop creative, value-added solutions.
• Strong understanding of software and software implementation services.
• Ability to positively influence and engage consultants and clients, fostering enthusiasm for the solution line.
• Strong relationship-building skills with diverse individuals.
• Ability to work independently with minimal oversight.
• Excellent time management skills and strong attention to detail.
• Experienced in comfortably interacting with individuals at all organizational levels, including C-suite and senior leadership.
• Demonstrated ability to work both independently and collaboratively.
• Must exemplify and uphold Nordic’s values and maxims.
• Proficient with Microsoft Office products and collaboration tools, including virtual meeting and cloud technologies.
• Ability to work under pressure and within time constraints.

THE ROLE

The Director of Implementation and Support is responsible for guiding the strategy and direction of the Nordic Europe Implementation and Support Business Line, with a focus on exceptional project delivery and oversight. This role involves resource assignment, managing team utilisation, and mentoring junior team members. The Director ensures the success of projects by serving as the primary liaison for both clients and consultants, monitoring progress, providing oversight, and conducting client-facing work.

KEY RESPONSIBILITIES

The Director, Implementation and Support, will be responsible for, but not limited to:

• Monitoring staffing projections, time entries, and tracking project metrics.
• Reviewing productivity and utilisation with leadership, making staffing adjustments to ensure optimal operations and resource use.
• Supporting sales enablement activities, which may include onsite presentations and assisting in proposal creation.
• Managing client relationships, taking ownership of overall projects or specific initiatives, and delivering excellent, measurable results.
• Conducting quality reviews on team member work products before delivery to clients, validating findings and overseeing team activities.
• Consistently delivering high-quality, client-ready work products.
• Developing and adjusting client solutions based on project scope, timeline, and cost considerations.
• Overseeing project success by building strong client and consultant relationships, conducting regular check-ins, reviewing status reports, and identifying project risks.
• Monitoring and managing project resources, ensuring adherence to scope, timeline, and budget.
• Creating, managing, and refining internal tools and processes to improve efficiency and expand service offerings.
• Delegating tasks to junior team members based on their capabilities and professional development goals.
• Developing, mentoring, and supervising team members, including quality reviews to identify areas for improvement.
• Communicating effectively with all project stakeholders, escalating issues when necessary.
• Identifying practice development opportunities and representing Nordic in thought leadership and presentations.
• Staying informed on the latest healthcare IT technology, regulations, and news.
• Leading specific projects on an ad hoc basis and supporting other corporate initiatives as required.
• Maintaining a positive, professional attitude and proactive approach to work.