Implementation Lead

About Us: At Heim, we are reinventing how healthcare is delivered. We believe that healthcare is best delivered in the home of patients, and that we are at the cusp of a systemic shift away from hospital based care. Our mission is to expand access to in-person clinical care at home by empowering nurses with technology that makes care delivery more efficient. We have created an AI native ecosystem that optimises the complex scheduling involved in delivering community based care, and are on track to automate every non clinical touchpoint for nurses. To date, our technology has powered our network of 400+ practitioners to deliver c. 40K appointments, and we have shown that our algorithms can free up to a third of a nurse’s time for clinical care. We are growing fast within the NHS, where we have an opportunity to help our partners deliver community services in order to meet the productivity targets they set out to achieve.

The Role: As Implementation Lead, you will be responsible for establishing Heim’s Delivery team. You will own large-scale deployments of Heim Software inside the NHS, the deployments on which the success of the product, and the foundations of long term partnerships are built. Heim is a high growth and fast paced company, where your job will not simply be to deliver a fixed scope on time; it will be to secure a genuinely high level of engagement and collaboration from clinical and operational teams inside client organisations, to turn that engagement into adoption that sticks, and to feed everything you learn back into the product.

What you'll do:

• Lead NHS Deployment end-to-end
• Own the full implementation lifecycle for each NHS partner, from contract mobilisation and governance kick-off through structured discovery, go-live, and into embedded, business-as-usual adoption.
• Run phased, multi-team rollouts to plan: coordinate activities, timelines, dependencies, and resources across cohorts of teams, ensuring milestones are met and the right people are briefed at the right moment.
• Own the DPIA support, data flow sign-off and information governance steps that gate NHS go-live, working alongside our Clinical Safety Officer and the Trust's governance leads.
• Identify risks and blockers early, operational, clinical, technical, or political, and develop mitigations before they threaten the timeline or the relationship.
• Secure deep engagement and adoption inside the Trust
• Be the primary face of Heim to the partner: the trusted, knowledgeable presence able to generate NHS teams’ buy in for long term engagement and co-design.
• Build relationships at every level: from frontline nurses and shift coordinators, to team leads and super-users, to the COO, Divisional Director, and project sponsor.
• Drive genuine adoption, not just deployment: coach teams through new ways of working, monitor usage, and proactively step in where engagement drops or a team gets stuck.
• Help our champions inside the Trust make the internal case for wider rollout, articulating impact to the stakeholders who control budget, sequencing, and expansion.
• Run the co-design loop between the NHS and our product team
• Treat every deployment as a live co-design partnership - surfacing how community teams actually work, where the product fits, and where it needs to bend to clinical and operational reality.
• Be the high-fidelity channel between the front line and our Product and Engineering teams, relaying structured, prioritised feedback that shapes the roadmap rather than a wishlist.
• Manage expectations carefully where capability is still being built or is pending regulatory approval (for example MDR), keeping partners confident and informed without over-promising.
• Build out the playbooks, deployment frameworks, governance packs, onboarding materials, and health frameworks that make NHS implementation repeatable.
• Capture and codify what works so each deployment is faster, smoother, and lower-risk than the last, directly enabling our push toward 6 live Trusts in the next 9-12 months.
• As the function grows, set the standard others will follow, and mentor the implementation hires who come after you.

Who you are: You have 4–6 years of experience leading complex implementation, deployment, or transformation projects, and you come from one of two backgrounds: From inside the NHS: with a genuine track record of adopting and embedding innovation in a clinical or operational setting, and a hard-won understanding of how change actually happens (and stalls) inside a Trust; or From healthtech or healthcare: having delivered comparable software deployments into healthcare providers, ideally the NHS, and knowing what it takes to get clinical teams to genuinely adopt something new.

Beyond that, here are the things we will be on the lookout for:

• A builder, not just an operator: you are comfortable creating process, structure, and documentation from scratch while simultaneously running a live, high-stakes programme.
• A natural relationship builder: you genuinely enjoy the human side of the work, earning trust, following up, and making partners feel looked after, and you can hold a room of senior NHS stakeholders as easily as a team of frontline nurses.
• Fluent in the NHS context: you understand the realities of clinical safety and information governance (DCB0129, DTAC, DPIA, MDR), and the genuine challenges of adopting new technology in a stretched public system.
• Calm under uncertainty: the product is still evolving, partners are co-designing it with us, and priorities shift. You thrive in that, and bring order to it for everyone around you.
• Commercially and strategically aware: you understand that adoption is what turns a contract into a renewal and a reference, and you act on that without being asked.
• AI fluent: you actively use AI tools in your day to day, keep up with how fast they're moving, and are excited to deploy genuinely new capability into the front line of care.
• Meticulous: you bring an exceptional eye for detail to planning, execution, and quality.

Above all, you are deeply mission driven and genuinely excited by the impact Heim can have in enabling the systemic shift of healthcare into the home, and the power of AI to maximise clinical time.

What we offer: A competitive salary between £55-65K depending on experience, with eligibility for equity options at the end of your probation period. 33 days base holiday (25 days + 8 bank holidays). An extra day off for your birthday (or nearest week day!). Frequent company socials, trips and meals: we organise socials. Team-building activities and annual company-wide retreats. Direct ownership of the most important deployments in the company, working closely with our founders and the team building the product. Hybrid working from our London base, with regular travel to NHS partner sites.

How to apply: Application: Submit your profile with an explanation of why you're a great fit for this role. Screening: CV screening video call. Case Study: In person presentation to understand how you think, communicate, and interact. Culture Fit: In person conversation with a founder and other team members.