• Manage, coach, and develop a team of Graphics Project Managers. • Oversee project assignments and performance to ensure deadlines and quality are met. • Foster a culture of accountability, collaboration, and continuous improvement. • Serve as the go-to expert for graphics production workflows and our content management system. • Establish and refine best practices for project kick-off, execution, QA, and delivery. • Identify and resolve complex production challenges across multiple product lines. • Manage key accounts strategically by overseeing clear, proactive communication to set and align client expectations. • Monitor client satisfaction by soliciting feedback, responding swiftly, and adapting service delivery so clients feel understood, supported, and confident in the partnership. • Represent the Graphics PM function in cross-departmental planning and company-wide initiatives. • Partner closely with Sales, Production, and Product teams to deliver integrated client solutions.

• Day-to-day oversight and management of the remote service technicians • Hire, onboard, develop, and retain technical resources • Performance management: regular 1-on-1s, coaching, performance reviews, and corrective action plans • Career development: create clear progression paths for remote service technicians • Team culture: build a collaborative, customer-focused, technically excellent environment • Scheduling and capacity management • Manage the incoming service request queue and ensure timely response • Monitor ticket aging and take action to prevent SLA breaches • Escalation management for complex technical issues or customer situations • Serve as a technical resource for complex troubleshooting • Identifying recurring issues through trend analysis and pattern recognition • Lead root cause analysis investigations • Track problems through to resolution and validate effectiveness

• Lead and manage provider relations staff, including performance, coaching, and accountability • Oversee provider communication, inquiry resolution, and engagement activities across the network • Monitor provider satisfaction, service levels, and responsiveness to identify trends and improvement opportunities • Direct resolution of complex provider issues and escalations impacting provider experience • Analyze provider feedback and inquiry trends to improve communication strategies and service delivery • Partner with internal teams to resolve cross-functional issues affecting providers

• Support the implementation and ongoing monitoring of Xyla’s clinical governance framework within the Virtual Hospital service • Undertake regular audits of clinical documentation, remote monitoring data, and escalation pathways to ensure quality and compliance • Review incident reports, near misses, and patient feedback, contributing to root cause analysis and continuous learning • Ensure adherence to CQC standards, NHS England virtual ward guidance, and Medway NHS Foundation Trust policies