Director Of Service Operations

Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.

Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.

About the role

Patients rely on Liva through nine live direct care services and more than 30 contracts across five markets. Alongside our national NHS contracts, sits a fast-growing commercial book: GLP-1 wraparound support for major pharmacy chains in Europe and the Middle East, enterprise SaaS clients, our own dietetic clinics in Scandinavia, and the delivery of major clinical trials with academic partners.

We need an experienced operator to sit beside our VP Operations as chief of staff and delivery lead, to take ownership of contract performance, cost-to-serve and transformation, and make sure Liva keeps delivering gold-standard care as contracts, markets and volume grow. You will sit on our Leadership Team.

What you’ll be doing

• Making sure we deliver what we promise. You will set the controls that show contract risk early and trigger recovery before a breach.

• Making every patient affordable to serve. You will set cost per programme, per patient and per service, run the Service Operations budget roll-up and deliver cost improvement through automation, smarter support and better utilisation.

• Building the operating model for the next stage. You will own the transformation roadmap, test our model against growth scenarios and decide when to add capacity or layers.

• Taking new markets, contracts and acquisitions live. You will design and run the playbook that takes new work from mobilisation to business as usual, and lead operational due diligence and integration when Liva acquires or merges.

• Leading through others. You will line manage our Customer Operations Leads and act as Chief of Staff across all of Service Operations, resolving cross-functional conflict directly so teams own shared outcomes.

• Standing up when things go wrong. Platform outages, supply shortages and missed submissions happen. You will lead from the front and make sure we learn from every one.

What you’ll have

• You have led managers of managers across more than one function and in medium to large teams.

• You have run services against SLAs with payment tied to performance, ideally in NHS-commissioned services or a comparable regulated setting.

• You have held a budget and delivered cost improvement through unit economics.

• You have led a restructure or operating model change through formal consultation to completion.

• You have scaled a service through a step change in volume, or integrated an acquired business.

• You have won support from a board or commissioners for significant change.

Bonus points for Chief of Staff or deputy experience, scale-up operations, M&A or TUPE, NHS England national programmes, or running operations across Denmark, Germany, the Netherlands or the Gulf.

What you’ll get

This is a rare seat. You will shape how a growing health-tech company delivers care to thousands of people across five markets, with a spot on the Leadership Team and a direct line into the Executive. The model is being rebuilt now, so your decisions will set how Liva operates for years. You will work alongside clinicians, technologists and commercial teams who care about outcomes, on services the NHS and major partners depend on.

This is a full-time role, UK-based and remote-first, with regular time together in London and occasional travel to our other markets. We are open to flexible start and finish times. Tell us what works for you.

At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.

We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.

As a signatory to the Armed Forces Covenant we welcome applications from veterans, service leavers, and military spouses.

Guaranteed Interview scheme - As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with as disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.

Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and will be happy to accommodate.