Head of UK Customer Delivery

📋 Description

• • Lyrebird Health is at the forefront of revolutionizing healthcare with its category-defining ambient AI platform, currently empowering thousands of clinicians daily across the UK. As the most widely adopted clinical ambient AI platform within the NHS, our national scaling is a testament to our exceptional real-world delivery and robust reference-led growth strategy. We understand the critical nature of our work, operating in environments where precision is paramount and time is a precious commodity for clinicians. Every aspect of our platform and service is meticulously designed to foster trust, alleviate cognitive burden, and deliver tangible, lasting impact at scale.
• • The Head of UK Customer Delivery is a pivotal leadership position responsible for architecting and executing the entire customer delivery strategy across the United Kingdom. This role is not merely about managing existing operations; it's about building and scaling a world-class delivery engine from its foundational stages. You will be instrumental in defining the national delivery standards and establishing a scalable operating model that will be adopted and executed by regional delivery leads.
• • Your primary objective will be to ensure that every NHS trust we partner with receives an exceptional and consistent experience. This means every rollout must be meticulously planned and executed to the highest standards, becoming a benchmark for future implementations. Furthermore, every interaction a clinician has with our product and our delivery team must serve to reinforce their trust in Lyrebird Health and its capabilities.
• • This is a foundational leadership role, empowered with executive backing to establish and enforce rigorous standards, and to build the customer delivery function with the necessary resources and strategic vision. You will be tasked with effectively franchising our proven delivery model across the UK, ensuring its successful adaptation and implementation in diverse healthcare settings.
• • A key responsibility will be to establish the robust systems, processes, and frameworks that define and maintain excellence in customer delivery. This includes developing comprehensive playbooks, training programs, and quality assurance mechanisms that ensure consistency and high performance across all delivery teams.
• • You will create a delivery engine that is not only capable of scaling but is designed to strengthen with growth. As Lyrebird Health expands its reach to 50, 100, and eventually every NHS trust, the delivery engine must evolve to provide an increasingly exceptional experience, demonstrating our commitment to continuous improvement and customer satisfaction.
• • This role demands a strategic thinker with a deep understanding of healthcare operations, project management, and team leadership. You will collaborate closely with Sales, Product, and Engineering teams to ensure seamless integration and alignment of delivery efforts with the company's overall strategic objectives.
• • You will be responsible for setting key performance indicators (KPIs) for the delivery function, monitoring performance against these metrics, and implementing data-driven strategies for continuous improvement. This includes tracking customer satisfaction, implementation timelines, adoption rates, and clinical impact.
• • Developing and nurturing a high-performing team of delivery professionals will be crucial. This involves recruiting top talent, providing ongoing training and development opportunities, fostering a culture of collaboration and accountability, and ensuring that the team is equipped to handle the complexities of NHS deployments.
• • You will also play a key role in managing stakeholder relationships, both internally and externally. This includes building strong partnerships with NHS trust leadership, clinical champions, and IT departments, ensuring clear communication and managing expectations throughout the delivery lifecycle.
• • The ultimate goal is to transform customer delivery from a support function into our primary growth engine. By consistently exceeding expectations and demonstrating the value of our platform through flawless implementations, you will contribute directly to Lyrebird Health's sustained commercial traction and market leadership.
• • This role requires a proactive and hands-on approach, with the ability to navigate the unique challenges and opportunities within the UK healthcare system. Your leadership will be instrumental in solidifying Lyrebird Health's reputation as a trusted and indispensable partner for the NHS.