Senior Care Delivery Manager

Time commitment: Full-time (1 FTE)

Location: Hybrid working between our London office (140 Borough High Street) three days a week (Mon, Wed, Thurs) and home two days a week (Tues, Fri).

Reporting to: Head of Operations

About Paloma

In 2024, our founders, Mark and Darshak, were shocked to find that children needing an NHS autism or ADHD assessment were waiting 4-10 years for these assessments. Delayed assessments result in children being more likely to develop mental health conditions and fall behind in education. Furthermore, the much-needed pre/post-assessment support (outside of ADHD medications) is typically not funded by the NHS.

These long waits have built up due to increased recognition and understanding of neurodevelopmental conditions and a lack of investment and innovation within the NHS to meet the growing demand.

Mark and Darshak, with their 25 years of combined NHS experience, including building services that have treated over 1,000,000 patients in obesity & ophthalmology, founded Paloma to change this. Our mission is to make NHS autism and ADHD assessments and care accessible within 4 weeks of a GP referral, and, in turn, help every child achieve their potential.

As of May 2026, we have successfully reduced waits to less than 3 months by;

Taking a product-first approach to redesign the care pathway to give families a more consumer-like experience of care

Our in-house product, engineering and AI team building our own autism and ADHD specific electronic health record and AI documentation tool to free clinicians from their significant documentation burden to re-focus on supporting families

Investing in expanding the clinician workforce and upskilling them in new ways of working.

We are proud that Paloma is:

Loved by families, with 4.9 out of 5 Trustpilot and Google ratings

Care Quality Commission (CQC) registered and quality-focused

Clinically-led, with a team of 150 people, including over 100 clinicians supporting families through their assessment journey. We are hiring 100+ more roles over the next 12 months.

A community of passionate, mission-driven and innovative team members who challenge the status quo and test and learn from new ideas and approaches.

Backed by leading healthcare investors Triple Point and Heal Capital

What’s next?

Whilst we have reduced wait times, it is estimated that up to 500,000 children are still waiting for an NHS autism or ADHD assessment. We won’t rest until this comes down.

We want to build new services to support families and children diagnosed with autism or ADHD who feel lost after their assessments when the NHS is no longer there for them.

The Opportunity

The Senior Care Delivery Manager will be pivotal in overseeing and optimising how our Delivery Team ensures families referred to our NHS services receive high-quality, fast access to autism and ADHD care. This is a two-fold role requiring excellent people management skills and operational strategy.

On one hand, you will be an exceptional people leader—mentoring, coaching, and motivating a large, cross-functional Clinical Delivery Team (comprising Team Managers and multi-disciplinary clinicians) with empathy and high engagement.

On the other hand, you will be a highly accountable operational strategist. You will work cross-functionally to interrogate metrics, proactively identify operational risks, and deliver concise, data-grounded updates and proposals directly to senior stakeholders.

If you demonstrate success in this role, you may take on further responsibilities and can be promoted to ‘Head of’ Care Delivery.

Responsibilities

Line manage, mentor, and develop Team Managers, ensuring they are effectively supported to lead their respective clinical teams

Own performance management pathways and probationary outcomes for your direct reports and their reports, working closely with our dedicated People Partner

Cultivate a positive, resilient, and "can-do" scaleup environment across a large, hybrid workforce, prioritising staff engagement and well-being.

Act as the primary face and voice of Paloma with your team. Confidently communicate the strategic "why" behind updates, navigating team concerns directly and constructively, ensuring you bring people on the journey with you.

Supported by our Business Intelligence Team, maintain absolute visibility over your team's core KPIs and wider contributing KPIs. Define data requirements, track trends weekly and monthly, and comfortably present data-grounded updates to stakeholders.

Independently diagnose the root causes behind delivery fluctuations and translate anecdotal team feedback into qualified data trends. Conduct process audits across workflows and collaborate cross-functionally to address operational vulnerabilities before they impact service delivery.

Partner with our People Team to ensure team members maintain Care Quality Commission requirements, including required training, and professional registrations.

What qualities will you bring to the role?

A passion for healthcare/healthtech and supporting the needs of our families.

A strong analytical mindset with the ability to define data requirements, partner with Business Intelligence teams, and read operational dashboards to make decisions.

Equal capability in building empathetic, trusting team cultures and driving metrics-driven performance accountability.

A positive startup/scaleup mindset, including a solutions-oriented approach, a "can-do" attitude, and resilience

Exceptional communication and interpersonal skills, with the ability to foster a positive and collaborative work environment across functions.

The ability to communicate with brevity and clarity, leading with key takeaways in both written and verbal updates.

A commitment to ensuring compliance, service quality, and continuous improvement.

What qualifications and experience will you bring?

Required:

At least 2 years of experience managing large operational teams (minimum 40 FTE) indirectly through a layer of direct-report managers. Must demonstrate a proven ability to lead a team of managers, including: coaching, upskilling, and empowering managers to handle day-to-day operations, drive performance management, and maintain team compliance, rather than executing these tasks directly.

At least 5 years total management experience (direct and indirect)

A track record of overseeing complex operational mechanics via your management tier within a fast-growing environment, including capacity planning, strategic hiring, process optimisation, and team development.

Clear examples of achieving ambitious business goals against tight deadlines.

Able to define key performance indicators, independently analyse metric trends (from operational dashboards), and partner cross-functionally to pull and interrogate necessary data and create action plans (tracked in workflow tools such as Asana/Jira).

Desirable:

Experience within healthcare, ideally overseeing healthcare professionals.

Formal qualifications or training in project management (e.g., PMP, PRINCE2, Agile certifications), operations management (e.g., Lean Six Sigma, APICS), or a related field (e.g., Business Analysis, Change Management Institute certification).

Experience with change management methodologies or formal certification in change management.

Experience working in cross-functional squads/teams

• Why Join Us?
• You will be part of a mission-driven organisation that’s transforming access to autism and ADHD care in England. For all employees, we offer:

A strong and positive culture that prioritises team building, transparency, and career development. This includes protected time and budget for team connection and learning.

Comprehensive compensation, including:

Salary of £70,000 per year, with some flexibility based on experience.

Annual salary reviews, ensuring they are competitive

5% employer pension contribution