Service Implementation Manager in London

As the Service Implementation Manager, you will take ownership of turning commercial agreements into reliable, business-as-usual services within NHS trusts. You will ensure clinic capacity, staffing resilience, and service continuity during implementation, providing hands-on support until services are fully embedded. You will also visit established customers to support the expansion of clinic capacity and extend capsule sponge use across both Surveillance and Reflux pathways. Your goal is to deliver a "white glove" service with boots-on-the-ground insight, helping to create clear, evidence-based business cases that meet NHS priorities and accelerate approvals.

Responsibilities

• Secure sufficient clinic capacity in NHS trusts for reliable and predictable service delivery.
• Support trusts in developing sustainable staffing models and adequate administrative and nursing coverage.
• Provide hands-on day-to-day service management during implementation, maintaining continuity until the service is fully embedded.
• Identify early operational risks and intervene proactively to prevent disruption to clinics and patient flow.
• Manage effective handovers between Sales, Clinical, and Operations teams to ensure a clear transition from commercial interest to live service.
• Design and embed repeatable implementation processes for consistent rollout across multiple sites.
• Coordinate resources across departments to avoid duplication and missed dependencies.
• Act as the central point of accountability for implementation progress, escalating risks and resolving blockers promptly.

Service Design

• Work with clinical and operational stakeholders to update, standardise, and modernise pathways and referral routes.
• Ensure pathways are clinically credible, operationally workable, and replicable across different trust contexts.
• Support alignment between clinical intent, operational delivery, and commercial commitments.

Qualifications

• Proven experience implementing healthcare services within the NHS, ideally across multiple trusts or sites.
• Strong background in service operations, transformation, or implementation roles within healthcare, medtech, or life sciences.
• Demonstrable experience developing and securing approval for NHS business cases or equivalent commercial proposals.
• Experience working cross-functionally with clinical, commercial, and operational teams.
• Understanding of NHS commissioning, trust governance, and decision-making processes.
• Strong operational capability to diagnose and resolve service delivery risks quickly.
• Deep understanding of NHS clinical pathways and how operational constraints affect delivery.
• Ability to manage complex stakeholder environments, including senior clinical and managerial audiences.
• Excellent planning and coordination skills, with the ability to create repeatable, scalable processes.
• A clear and confident communication style able to challenge constructively and drive decisions.
• Highly accountable in owning outcomes end to end.
• A pragmatic, delivery-focused mindset with a bias toward action over analysis.
• Credibility with clinicians and operational leaders, able to influence without authority.
• Resilience under pressure, managing competing priorities and ambiguity.

Benefits

• 25 days’ holiday + public holidays, with the option to purchase up to 5 additional days.
• Matched pension contributions up to 7%.
• Company-paid private health insurance and access to wellbeing and fitness discounts, including dental, optical and audiological cover.
• Paid 4-week sabbatical after 4 years of service.
• Company-paid income protection of 75% base salary following a 13-week deferred period.
• Regular team socials, Winter & Summer parties, and an annual Team Day.
• Company-paid life insurance of 4× basic salary.
• Electric Vehicle Scheme through salary sacrifice.