Islacare

Operations

• Get pathways live for clients on Isla: lead the configuration, training, and rollout work that takes a client from signed-off design to a fully working pathway in use
• Own the handover of newly live pathways into smooth, steady-state support - building a clean, repeatable process as we scale
• Be the go-to person for hands-on support across our live client base - jumping in quickly wherever a process needs fixing, a rollout needs a push, or a client needs an extra pair of capable hands
• Run and continuously improve training sessions for clinical and admin staff, making sure every user feels confident using Isla
• Manage day-to-day configuration changes for live clients, keeping requests moving quickly and clients delighted
• Build and refine the playbooks, checklists, and templates that make brilliant delivery repeatable across many clients at once
• Keep a close, organised eye on delivery status across your whole portfolio - nothing gets dropped, nothing quietly stalls
• Spot early signs of client risk or dissatisfaction and flag them fast, helping the wider Delivery team stay ahead
• Work closely with Product and Engineering to log, chase, and resolve configuration issues, bugs, or platform gaps

Delivery Operations Specialist

Account Manager

• Own the executive pitch: Lead vision-led conversations with NHS C-suite stakeholders, focusing on system-wide impact rather than just product features.
• Lead executive-level engagement: Own a portfolio of strategic opportunities, navigating NHS governance and procurement to move deals from identification to close.
• Develop quantitative business cases: Use Google Sheets/Excel to build robust financial models that translate messy operational reality into structured numbers for execs.
• Leverage your network: Use your existing NHS connections and "insider" status to open doors and navigate complex procurement and governance routes.
• Drive strategic growth & shape commercial strategy: Feed structured market insights back into the business to steer key decisions and the product roadmap.
• Collaborate cross-functionally: Work with our Product and Delivery teams to ensure the commercial promises we make align with clinical reality.

Delivery Operations Specialist

Partnerships Lead