Senior Operations & Client Services Leader, Ref: 117

Role Type

COO | Director of Client Services | Director of Operations | Director of Service Delivery

Skills / Experience

Availability

Immediately Available

Contract Preference

Permanent

Salary / Rate Expectation

£80,000

Profile

A highly experienced senior leader with 10+ years in digital health technology and 8 years in senior NHS and public‑sector operational roles. Strong track record in partnership management, client success, operations, governance, regulatory functions, and scaling SaaS products with NHS customers. Deep understanding of healthcare operations, emergency planning, and multi‑stakeholder delivery. Particularly strong in building customer success functions from the ground up, managing complex NHS relationships, and developing data‑driven operational improvements.

Key Skills

Client Services Leadership
Operations & Governance
NHS Stakeholder Management
SaaS Product Deployment
Data-driven Service Improvement
Team Leadership & Coaching
Emergency Planning & Business Continuity

Experience

Chief Operating Officer (Mar 2025 – Present) – Health Tech Startup

Industry: Digital Health / SaaS

Roles & Responsibilities:

Led the operational function of a scaling tech startup.
Oversaw the development of an AI‑enabled product from proof‑of‑concept to minimum viable product.
Successfully deployed the product to 14 health technology companies.
Steered the organisation toward a projected ARR of £500k.
Provided organisational leadership across operations, governance, and delivery.

Deputy Director of Client Services (Sep 2020 – Feb 2025) – Health Tech Scale-up

Industry: Digital Health / SaaS

Roles & Responsibilities:

Led a team of 10 account managers and oversaw a £6m ARR portfolio.
Managed strategic relationships with major NHS clients including ICBs, NHS England Regional Teams, and acute Trusts.
Responsible for contract renewals, commercial growth and retention (achieved 100% portfolio retention).
Upsold additional SaaS products during renewals, growing portfolio value by 15%.
Co‑designed and launched a live‑data dashboard enabling intelligent ambulance conveyancing decisions.
Supported daily operational reporting for NHS UEC teams.
Contributed to market share growth from c.35% to c.70% through strategic engagement.

Senior Partnerships Manager (Mar 2016 – Sep 2020) – Health Tech Startup

Industry: Digital Health / SaaS

Roles & Responsibilities:

Led the Account Management function as the organisation scaled rapidly across the NHS.
Expanded product footprint from a regional rollout to 35% of the NHS in England.
Managed relationships with commissioning groups across the South, East, and Midlands regions.
Led engagement with NHS England Regional UEC teams.
Achieved 100% customer retention for core products throughout tenure.
Supported founders in building towards a successful acquisition.

Assistant Director of Assurance (Apr 2013 – Mar 2016) – NHS Organisation

Industry: Healthcare / NHS Governance

Roles & Responsibilities:

Coordinated the project to secure Foundation Trust status for a 5,000+ staff organisation.
Oversaw regulatory functions including:
- Health & Safety
- Information Governance
- Risk Management
- Emergency Preparedness & Resilience
Ensured full compliance with NHS regulatory requirements.
Provided Board assurance and supported corporate governance cycles.
Oversaw submission of the annual Foundation Trust report to Parliament.

Emergency Planning & Business Continuity Manager (Dec 2008 – Apr 2013) – NHS Organisation

Industry: Public Sector / Healthcare

Roles & Responsibilities:

Developed a Major Incident Plan and associated training programmes.
Led operational response planning during the 2009 Swine Flu epidemic.
Created a business continuity system aligned with BS 25999.
Delivered contingency planning for emergency service operations.
Managed corporate affairs teams and delivered cost‑saving service redesign.
Represented NHS organisations on regional resilience and risk forums.

Emergency Planning Officer (Aug 2006 – Dec 2008) – Local Authority

Industry: Local Government / Civil Contingencies

Roles & Responsibilities:

Revised and published major emergency plans for the council.
Delivered training and exercises for emergency preparedness.
Developed rest centre strategies and directorate‑level emergency plans.
Represented the council on multi‑agency risk and resilience groups.
Supported planning for high‑profile public events and visits.

Emergency Planning & Systems Specialist (Apr 2003 – Jul 2006) – Utilities Provider

Industry: Water / Critical National Infrastructure

Roles & Responsibilities:

Delivered major physical security and emergency planning projects.
Rewrote corporate emergency plans to meet SEMD 1998 compliance.
Developed business continuity for SCADA / control room systems.
Negotiated contingency water supply contracts.
Supported ISO 9000 accreditation for operational departments.
Represented the organisation in DEFRA and security service discussions.

Emergency Planning Officer (Feb 2001 – Apr 2003) – Local Government

Industry: Local Government / Emergency Planning

Roles & Responsibilities:

Revised emergency plans for multiple councils.
Developed and procured equipment for a modernised emergency centre.
Delivered emergency planning programmes in schools.
Led planning for large civic events and royal visits.

For further information on this candidate please use reference number: 117

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