Implementation Director in London

About Foundation Health

Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform that seamlessly connects operational infrastructure with high quality patient experiences. Our mission is to transform patient centric care by connecting fragmented infrastructure, optimizing care coordination, and removing friction from the patient journey. We refuse to adhere to the status quo; instead, we actively pioneer solutions that will shape the healthcare practices of tomorrow. This ambitious vision is only achievable with the dedication of the right team propelling us forward. We firmly believe that a supportive and inspiring work environment fuels creativity, transforming it into groundbreaking innovation. It is this very innovation that not only benefits our organization but also positively impacts our people, partners, and most importantly, our patients. At Foundation Health, we foster a culture that encourages our team members to broaden their horizons, urging them to bring their passion and curiosity to the workplace each day. We understand that diverse perspectives fuel progress, and we actively seek individuals who share our commitment to excellence and forward-thinking.

ABOUT THE ROLE

As Implementation Director, you will build and lead the team responsible for delivering our AI-powered solutions to health system customers. This is a player-coach role - you'll manage and develop a growing team of Implementation Managers while continuing to roll up your sleeves on strategic accounts and complex initiatives. You'll be a key architect of how we scale our implementation practice as we grow. You’ll own both the function and the outcomes: building repeatable delivery frameworks, establishing team norms and tooling, coaching your team, and ensuring that every customer implementation reflects the quality and care that defines us. This role is for a leader who has been in the trenches, knows what great implementation looks like, and is energized by the challenge of building it at scale in a fast-moving startup environment.

WHAT YOU'LL DO

• Implementation Practice & Strategy
  • Own the end-to-end implementation methodology from pre-sales scoping through go-live and handoff and continuously refine it as we scale.
  • Build and maintain implementation playbooks, templates, tools, and best practices that drive predictability and repeatability.
  • Define and track KPIs for implementation quality, timeliness, and customer satisfaction (NPS, CSAT, time-to-go-live).
  • Partner with Product and Engineering to shape the roadmap, bring new products to market, and ensure our platform supports efficient, scalable delivery.
• Team Leadership & Development
  • Hire, develop, and manage a high‑performing team of Implementation Managers.
  • Set clear expectations, provide ongoing coaching and feedback, and build a culture of accountability and continuous improvement.
  • Serve as an escalation point and thought partner for your team on complex customer situations, risks, and decisions.
  • Foster a collaborative, execution-oriented team culture that thrives in ambiguity.
• Customer & Cross-Functional Leadership
  • Serve as Delivery Lead on strategic accounts, building trust with senior health system stakeholders and navigating complex organizational dynamics.
  • Partner closely with Sales on deal structure, scoping, and transition from pre-sales to implementation.
  • Collaborate with Business Operations to align on resource planning, capacity, and forecasting.
  • Ensure implementation outcomes contribute directly to revenue recognition, customer retention, and expansion.

WHAT WE'RE LOOKING FOR

• Required
  • 6+ years of experience in customer‑facing implementation, customer success, or delivery leadership roles in enterprise healthcare SaaS or technology.
  • 2+ years of experience at an early‑stage, venture‑backed healthcare technology company (Seed through Series B) - you know what it means to thrive in a startup environment.
  • 2+ years of people management experience, with a track record of hiring and developing implementation or customer‑facing teams.
  • Proven success implementing enterprise healthcare software, SaaS, or AI solutions at U.S. health systems.
  • Experience launching new enterprise healthcare technology products and building the delivery infrastructure around them.
  • Strong health system domain expertise.
  • Deep familiarity with healthcare data, integration, and interoperability standards (e.g., FHIR, HL7).
  • Exceptional communicator and relationship builder - able to engage credibly from front‑line clinical staff to C‑suite executives.
  • Strong strategic and analytical thinking paired with a hands‑on, execution‑oriented approach.
  • Demonstrated ability to build scalable processes and frameworks, not just manage individual projects.
• Preferred
  • Background in healthcare consulting (e.g., Big 4, Oliver Wyman, The Advisory Board, Chartis, ZS Associates); especially those who have transitioned into healthcare technology.
  • Familiarity with Atlassian products — Jira, Confluence, Loom.
  • Knowledge of Agile software development processes and fundamentals.
  • Epic certifications, implementation and/or integration experience.
  • Project Management certification (PMP, PgMP, PMI-ACP, or equivalent).