Head of UK Customer Delivery

Job description

Head of UK Customer Delivery About Lyrebird Lyrebird Health is building a category defining healthcare platform used daily by thousands of clinicians across the UK. Today, it is the most widely deployed clinical ambient AI platform in the NHS, scaling nationally on the strength of exceptional real world delivery and reference-led growth. Clinicians rely on the product in environments where errors are costly and time is scarce. Everything we build is grounded in earning trust, reducing cognitive load and delivering durable impact at scale. Commercial traction is accelerating across the NHS. Exceptional implementation is not a downstream support function. It is our primary growth engine. The Role This role owns customer delivery across the entire UK. You will build, lead and scale the UK delivery engine from the ground up, defining the national delivery standards and operating model that regional leads execute against. Every trust must have an exceptional experience. Every rollout should be reference worthy, and every clinician interaction must reinforce trust in the product. This is a foundational leadership role with executive backing to enforce standards and build the function properly. You will franchise our delivery model into the UK, establish the systems that define excellence, and create a delivery engine capable of scaling across a national health system. The engine you build must strengthen with scale, delivering an increasingly exceptional experience as we expand to 50, 100 and ultimately every NHS trust. ### What you'll do - Own every UK implementation end to end, from signature to scaled adoption - Design and operationalise the UK delivery model - Define governance, reporting frameworks and escalation structures - Build and lead a high performance implementation function - Establish customer engagement standards across demos, training, go live and support - Ensure every rollout is structured, measurable and reference worthy - Operationalise high fidelity adoption visibility across trusts, departments and clinicians - Partner closely with Commercial to ensure pilots convert into long term wins ### What you'll bring - Significant experience leading large scale NHS deployments supplier side - Experience running 10+ concurrent trust rollouts - Proven record of building greenfield delivery functions into scalable operations - Deep quantitative orientation with the ability to build early warning systems and adoption dashboards - Strong understanding of NHS politics, procurement and stakeholder dynamics - History of successful deployments recognised as reference accounts - Direct, precise communication style - High ownership mindset and operational discipline