Description

Taking part in a clinical trial can ask a lot of people, especially as trials become more complex. At Little Journey, we’re 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, you’ll own end-to-end delivery for our pharmaceutical clients, ensuring timely, high-quality implementation of our products and services supporting clinical trials. You’ll 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, Tech, Design, 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, supporting site 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.

Requirements

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.

Benefits

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

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Senior Delivery Manager