Delivery Operations Specialist

Role details: This is a full time role for 40 contracted hours per week  

Salary: £29,000 - £35,600

Location: We are a hybrid team, based throughout the UK. We offer the flexibility to work outside of the UK up to 90 days per year, however you must be able to work and live permanently within the UK, and travel to London at least 4 times a year for team meeting sessions and additionally as needed.

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.

Who We Are

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.

The Team

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.

Role Overview

You will:

• 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

• 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

Preferred (not essential)

• Experience in healthcare, NHS, or another regulated/operationally complex sector
• Exposure to product operations or a similar role that blends process, configuration, and people
• Experience with project or delivery tooling (e.g. ticketing systems, configuration platforms, training/LMS tools)

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.

Benefits

Work from home or at our dog friendly office in Moorgate

Equity options and 5% pension contributions.

Flexible working times up to  2 days per week Work abroad for up to 90 days per year

Enhanced parental leave and access to Mintago benefits platform

️ 25 days annual leave (on top of bank holidays) Take your birthday off and another significant day off too

Treat your friends or family to a meal each quarter (up to £75)

Access to our Mintago platform, offering retail discounts, childcare vouchers, virtual GP, financial advice and more!

‍♀️ A monthly wellbeing bonus (£50 per month for gym membership/wellbeing activities) or Private medical

Quarterly socials

A learning budget for you to use

Delivering social impact through improved patient healthcare

What is the hiring process for this role at Isla?

Interviewing with us for the Delivery Manager role will be split into 5 stages:

1. Application - CV, cover letter, and pre-qualifying questions
2. Video interview - short async recorded video
3. Screening call with one of our Operations team - 15 minutes
4. Interview with Gabi - 45 minutes (role play task + structured interview)
5. Final interview with Gabi and Pete - 30 minutes