Customer Implementation Lead - NHS Saas | Digital Health

Stone Tide; Barking; Hybride; GBP 50 000 - 60 000; Plein temps

Résumé du poste

Stone Tide is seeking a Customer Implementation Lead to oversee NHS SaaS implementations in a hybrid London-based role. You will lead delivery from kickoff to go-live, manage multiple projects, and build strong relationships with NHS stakeholders and customer teams.

The ideal candidate has extensive experience in software implementations, excellent communication skills, and a passion for mentoring colleagues and improving processes.

Qualifications

• Strong experience delivering SaaS implementations.
• Proven ability to manage multiple projects and risks.
• Excellent communication with customers and NHS stakeholders.
• Ability to mentor colleagues and develop processes.

Responsabilités

• Lead SaaS implementations from kick-off to go-live.
• Manage multiple customer projects, deadlines, priorities, and risks.
• Build trusted relationships with NHS stakeholders and customer teams.
• Coach and develop implementation colleagues.
• Improve onboarding, documentation and delivery standards.
• Identify opportunities to make implementations faster and more consistent.
• Collaborate with Product, Development and Customer Success teams.
• Support customer adoption and transition to ongoing support.

Connaissances

Stakeholder management

Project management

Customer communication

Mentoring

Process improvement

Description du poste

Customer Implementation Lead - NHS SaaS | Digital Health

Salary: £50,000 - £60,000 DOE

Location: London | Hybrid - 3 days office, 2 days home

Contract: Permanent, Full-Time

Ready to lead, not just deliver?

You've successfully delivered software implementations, managed demanding customers and solved problems when projects haven't gone to plan.

But are you ready to have a bigger influence on how implementations are delivered?

Who Could This Suit?

We're particularly interested in two types of candidates.

• 1. Experienced Implementation Professionals Ready to Step Up

  You're currently working as an Implementation Consultant, Senior Implementation Specialist, SaaS Implementation Manager or in a similar customer-facing delivery role.

  You know how to manage multiple projects, build strong customer relationships and deliver successful implementations.

  Perhaps you're already mentoring colleagues or improving internal processes, but haven't yet had the opportunity to take on broader leadership responsibilities.

• 2. Established Implementation Leads or Managers

  You're already leading software implementations and supporting a team, ideally within healthcare technology.

  You enjoy customer delivery but also want the freedom to improve processes, develop colleagues and help build a more effective implementation function.

What You'll Be Doing

Working closely with the Head of Customer Operations, you'll take ownership of customer implementation delivery while helping improve how the wider function operates.

• Leading SaaS implementations from initial kick-off through to successful go-live.
• Managing multiple customer projects, deadlines, priorities and risks.
• Building trusted relationships with NHS stakeholders and customer teams.
• Coaching, supporting and helping develop implementation colleagues.
• Improving onboarding processes, documentation and delivery standards.
• Identifying opportunities to make implementations faster, smoother and more consistent.
• Working closely with Product, Development and Customer Success teams.
• Supporting customer adoption, training and successful transition into ongoing support.

This isn't simply about keeping projects moving. It's about improving the way they're delivered.

What We're Looking For

We're looking for someone who combines strong implementation experience with excellent communication skills, sound judgement and a genuine interest in developing people and processes.

Ideally, you'll bring:

• Experience implementing SaaS or enterprise software solutions.
• Experience working with NHS organisations or healthcare technology.
• Strong project management and organisational skills.
• Confidence communicating with customers, senior stakeholders and technical teams.
• Experience coaching, mentoring or supporting colleagues.
• The ability to manage competing priorities and take ownership when challenges arise.
• A proactive approach to improving processes and customer experience.
• Experience within Customer Success, Professional Services, digital transformation or software onboarding would also be relevant.

Why Consider This Opportunity?

• More ownership. Take responsibility for implementation delivery and influence how the function operates.
• Career progression. Develop your leadership experience and contribute to the growth of an established technology business.
• Real impact. Help NHS organisations successfully adopt technology that supports the delivery of healthcare services.
• Variety and influence. Work across customers, technical teams and senior stakeholders, with the opportunity to improve how things are done.

Every application is personally reviewed by Stone Tide Recruitment. We don't use AI or automated screening to decide who progresses