Senior Delivery Manager

Taking part in a clinical trial can ask a lot of people especially as trials become more complex. At Little Journey were building Trial Flow a participant support platform that makes that experience simpler clearer and more supportive helping participants and caregivers around the world feel prepared for what comes next. We work collaboratively challenge our thinking and value people who can turn ideas into action.

Delivery Managers play a key role in the business leading the successful implementation of our platform within clinical trials coordinating across internal teams and external partners and ensuring projects are delivered reliably compliantly and with a strong focus on sponsor and patient outcomes.

The Role:

As a Senior Delivery Manager youll own end-to-end delivery for our pharmaceutical clients ensuring timely high-quality implementation of our products and services supporting clinical trials. Youll lead projects from Statement of Work (SoW) handover through to closure accountable for trial implementation and configuration coordinating cross-functional dependencies and driving successful trial site rollout activation and adoption with external stakeholders.

The role reports to the Delivery Lead and is part of the broader Operations team and will work closely with our Sales Product TechDesign Content and Clinical teams.

This is a full-time role either hybrid (Leeds) or fully remote in the UK. Travel may be required from time to time. We cannot sponsor visas to work in the UK.

Responsibilities:

Project Delivery

• Own end-to-end client delivery from SoW handover through implementation and closure delivering to agreed scope milestones quality and SLAs.

• Manage multiple concurrent clinical trial implementations (and site activations) balancing delivery priorities timelines and resourcing across customers.

• Translate SoWs into clear delivery plans managing milestones dependencies risks resourcing and change control.

• Maintain delivery artefacts and act as the single source of truth for delivery status and reporting and supporting decision- making.

• Coordinate cross-functional and operational dependencies (e.g. compliance operational readiness) to ensure smooth execution.
  

Stakeholder & Cross-Functional Collaboration

• Act as the primary day-to-day point of contact for client stakeholders clarifying requirements setting expectations and delivering the Trial Flow solution.

• Build strong trusted relationships with senior stakeholders that sustain momentum and customer satisfaction.

• Advocate for customer needs internally balancing feasibility timelines and scope with Product Engineering and other teams.

• Establish effective sync and async ways of working across internal and external stakeholders proactively managing dependencies and unblocking issues.

Customer Success & Services Delivery

• Drive successful site activation and adoption across your portfolio supportingsite training onboarding and launch activities within project timelines.

• Monitor post-activation performance (participant usage adoption and other metrics) and deliver targeted interventions where sites are off track.

• Capture customer and site feedback and translate insights into actionable improvements across site training rollout approach product or processes.
  

Risk Management & Continuous Improvement

• Identify delivery risks early develop mitigations and communicate clearly to maintain momentum and predictable outcomes.

• Own day-to-day escalation management coordinating resolution and ensuring learnings result in process improvement.

• Continuously improve delivery processes templates and tooling to increase efficiency predictability and quality.

• Lead or contribute to cross-functional initiatives that improve delivery quality efficiency or scalability.

Required:

• Extensive and demonstrable experience as a technical project/delivery manager responsible for complex technology projects with enterprise customers in a fast-paced tech start-up / scale-up environment.

• Proven track record in delivery excellence and maintaining high quality standards across multidisciplinary teams.

• Strong experience managing senior customer relationships and influencing outcomes.

• Ability to prioritise work across cross-functional teams proactively manage dependencies and resolve competing demands and ambiguity.

• Excellent communication and negotiation skills with senior-level decision-makers including the ability to navigate challenging conversations and resolve conflicting priorities.

• Track record of process improvement delivering improved customer outcomes.

Desirable:

• Customer success experience with a track record of identifying and driving customer and end user outcomes.

• Extensive experience using Jira and the Atlassian product suite for project and delivery management.

• Background in healthtech life sciences or adjacent B2B sectors.

• Strong commercial awareness with the ability to balance delivery decisions with contractual scope and customer value.

• Gross salary: 62-68K per year

• 28 days annual leave per year (plus public holidays)

• 500 annual training budget

• 200 home working budget (one-off)

• Up to 6% pension match (salary sacrifice)

• EMI share options

• Enhanced (family & parental) leave policies

About Little Journey

Little Journey was founded by Dr Chris Evans a paediatric anaesthetist and researcher and Sophie Copley a human-centred product designer with a shared ambition to improve how people are supported through complex experiences. What began by supporting children and families through healthcare has evolved into Trial Flow our platform focused entirely on participant support in clinical trials.

Our mission is to make patient-centric participation the foundation of better research. We believe better support leads to better participation and better participation leads to better research. As clinical trials become more complex Trial Flow helps participants families and sites navigate what is being asked of them reducing avoidable burden and supporting better adherence retention and trial outcomes.

Today Little Journey is a Series A company with a team of around 30 to 40 people working with pharmaceutical companies on clinical trials around the world. We care deeply about the people our work ultimately supports and that shapes how we work together. We value honesty and integrity trust people to take accountability and make time to reflect learn and improve.

Diversity & Inclusion

We encourage people from allwalks of lifeto apply and strive toeliminateunconscious bias in our recruitment process. We do not discriminate on ethnicity religion sexual orientation gender identity veteran or parental status or disability. We encourage candidates from underrepresented groups to apply. If you need adjustments made to our application process to help accommodate any disabilities pleaselet us know on

Required Experience:

Manager