Delivery Operations Specialist, Isla

• Enthusiasm, passion, energy, and a desire to make positive change
• Exceptional organisation - you naturally track multiple moving parts and nothing slips through the cracks
• A bias to action: you'd rather get something live and iterate than wait for the perfect plan
• Comfort with light technical/configuration work - you don't need to be an engineer, but you're not afraid of systems, settings, and structured data
• Experience in an operations, implementation, customer success, product operations, or delivery-adjacent role - ideally in a fast-moving startup or healthtech/SaaS environment
• Confidence running training or onboarding sessions with non-technical users, including in clinical or healthcare settings
• Ability to work independently across several accounts at once, prioritising sensibly without close oversight
• Clear, calm communication - you can reassure a client mid-issue while quietly fixing the actual problem
• We appreciate you might not meet all of the requirements for this position. If your experience looks somewhat different to the requirements in the job spec but you think you can bring value to this role, we’d love to hear from you

Desirable

• This is a full time role for 40 contracted hours per week
• We're looking for a brilliantly organised Delivery Operations Specialist to join Isla's Delivery team
• This is a hands-on, high-impact role at the centre of how our technology actually reaches NHS staff and patients: you'll turn signed-off projects into live, working pathways, and make sure every client we onboard gets a fast, smooth, brilliantly run experience from go-live onwards
• You'll become the operator of the engine room running our delivery process. You’ll be running training sessions, managing configuration, coordinating rollouts, and stepping in wherever a client needs sharp, hands-on support to keep things moving
• As pathways go live, you'll own the handover into steady-state support, building the kind of repeatable, polished process that lets Isla scale to many more NHS Trusts without dropping quality
• This is a brilliant opportunity for someone who loves being the person who makes things happen: organised, calm under pressure, energised by solving practical problems, and proud of leaving every client better set up than they were yesterday
• You'll work across Delivery, Product, and Engineering, building deep expertise in our platform and real influence over how we deliver it
• We are creating a new operating model for health care where the majority of patients can be managed asynchronously and remotely
• The Isla platform is a digital pathway platform that supports the safe and scalable delivery of care. It enables the secure submission of photos, videos, digital PROMs, consent forms and sound recordings by patients and clinicians as part of defined care pathways
• These digital touchpoints support remote monitoring, allow clinicians to establish baselines, and help build a longitudinal view of patient progress across a pathway
• Since going live in our first pilot sites over 3 years ago, Isla has scaled quickly - working with 33 Trusts across the NHS, opening a second office in Ireland to support the Irish and EU health systems, and launching our first international projects in Trinidad and Tobago. Isla is an intuitive and highly scalable solution which can be deployed across multiple specialties and can support patients right across their healthcare journey
• As we build the Delivery team you will be working closely with all aspects of the business, from Sales right through to Product and Engineering
• You will be reporting directly to our Director of Delivery to ensure you’re developing professionally, are happy and motivated as well as being exposed to the wider business & health context that we are working in. The people around you will be high performing and will expect a lot from you
• 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

• Interviewing with us for the Delivery Manager role will be split into 5 stages:
• Application - CV, cover letter, and pre-qualifying questions
• Video interview - short async recorded video
• Screening call with one of our Operations team - 15 minutes
• Interview with Gabi - 45 minutes (role play task + structured interview)
• Final interview with Gabi and Pete - 30 minutes