Senior Delivery Manager, Little Journey

• Extensive and demonstrable experience as a technical project/delivery manager responsible for complex technology projects with enterprise customers in a fast-paced tech start-up / scale-up environment
• Proven track record in delivery excellence and maintaining high quality standards across multidisciplinary teams
• Strong experience managing senior customer relationships and influencing outcomes
• Ability to prioritise work across cross-functional teams, proactively manage dependencies, and resolve competing demands and ambiguity
• Excellent communication and negotiation skills with senior-level decision-makers, including the ability to navigate challenging conversations and resolve conflicting priorities
• Track record of process improvement, delivering improved customer outcomes

Desirable

• As a Senior Delivery Manager, you’ll own end-to-end delivery for our pharmaceutical (pharma) and clinical research organisation (CRO) partners, ensuring timely, high-quality implementation of our products and services supporting clinical trials
• You’ll lead projects from Statement of Work (SoW) handover through to closure, accountable for trial implementation and configuration, coordinating cross-functional dependencies, and driving successful trial site rollout, activation, and adoption with external stakeholders
• The role reports to the Delivery Lead and is part of the broader Operations team, and will work closely with our Sales, Product, Tech and Design teams
• Own end-to-end client delivery from SoW handover through implementation and closure, delivering to agreed scope, milestones, quality, and SLAs
• Manage multiple concurrent clinical trial implementations (and site activations), balancing delivery priorities, timelines, and resourcing across customers
• Translate SoWs into clear delivery plans, managing milestones, dependencies, risks, resourcing, and change control
• Maintain delivery artefacts and act as the single source of truth for delivery status and reporting, and supporting decision- making
• Coordinate cross-functional and operational dependencies (e.g. compliance, operational readiness) to ensure smooth execution
• Act as the primary day-to-day point of contact for pharma and CRO stakeholders, clarifying requirements, setting expectations, and delivering Little Journey’s solutions through configuration and bespoke implementations
• Build strong, trusted relationships with senior stakeholders that sustain momentum and customer satisfaction
• Advocate for customer needs internally, balancing feasibility, timelines, and scope with Product, Engineering and other teams
• Establish effective sync and async ways of working across internal and external stakeholders, proactively managing dependencies and unblocking issues
• Drive successful activation and adoption across your portfolio, leading site training, onboarding and launch activities within project timelines
• Monitor post-activation performance (participant usage, adoption and other metrics) and deliver targeted interventions where sites are off track
• Capture customer and site feedback and translate insights into actionable improvements across site training, rollout approach, product or process inputs
• Identify delivery risks early, develop mitigations, and communicate clearly to maintain momentum and predictable outcomes
• Own day-to-day escalation management, coordinating resolution and ensuring learnings result in process improvement
• Continuously improve delivery processes, templates, and tooling to increase efficiency, predictability, and quality
• Lead or contribute to cross-functional initiatives that improve delivery quality, efficiency, or scalability