Liva Healthcare
Client Operations Manager
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About Liva
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
As the primary owner of your contract portfolio, you hold ultimate accountability for client relationships, delivery outcomes, and overall contract performance. While you are supported by an internal cross-functional team (comprising patient services, practitioner operations, programmes, business intelligence, and product & tech) and will collaborate closely with Commercial, Public Sector Partnerships, and Research units, you remain the main point of contact for the client. You will know your contracts inside out and serve as the single individual responsible for driving their success.
What you’ll be doing
Client relationship and contract governance
- Own the client relationship for assigned contracts. Operate in a proactive, not reactive way: anticipate needs and flag emerging issues before they become formal concerns.
- Manage contract governance and compliance. Know the SLAs, the KPIs, the contractual commitments, and whether we are meeting them. Maintain up-to-date contract documentation, escalation logs, and risk records.
- Chair regular client reviews (monthly operational, quarterly business, contract reviews). Present performance, risks, and forward plans.
- Manage client escalations. Own the response and resolution. Escalate internal performance concerns before they reach commissioner/customer level.
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Delivery and performance
- Accountable for SLA compliance and delivery outcomes across assigned contracts.
- Own KPI tracking and reporting per contract: dashboard accuracy, reviewed weekly.
- Act as the early warning system for referral volumes: track performance against target and proactively flag high-volume periods or pipeline pressure before it becomes a capacity problem.
- Own the performance narrative: interpret data, identify trends, present to clients with a forward plan.
- Where KPIs are at risk, lead structured, time-bound improvement sprints with the relevant internal stakeholders. Hold the accountability; delivery sits with the relevant functional owner.
Renewal and growth
- Own renewal preparation: compile performance evidence, outcome data, and client feedback to support the commercial case.
- Identify growth and upsell opportunities from delivery, feeding these to the commercial interface for proposal development.
- Support re-commissioning and re-procurement processes by providing operational evidence and client intelligence.
Internal coordination and reporting
- Coordinate across functions (product & tech, Service Operations and project management) to deliver against the contract specification.
- Produce weekly operational reporting for your contracts; contribute to the monthly Service Operations review with no internal surprises ahead of external reporting cycles.
What you’ll have
- Experience managing client relationships in contract management, account management, or service management roles, ideally in digital health or healthcare, public sector, or a complex service environment.
- Experience owning contract outcomes end-to-end, not just contributing to them.
- Comfortable operating as the single point of accountability for contract performance.
- Able to coordinate across multiple functions without direct line management authority.
- Confident working with performance data: interpreting dashboards, identifying trends, presenting insights to internal and external stakeholders
- Excellent communication skills: able to chair client meetings, present to commissioners, and manage escalations with confidence
- Highly organised, able to manage a varied contract portfolio without losing grip on detail
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What you’ll get
- The chance to be the named, trusted face of Liva for some of our most important client relationships. Real ownership, real accountability, real impact.
- A cross-functional team genuinely invested in the contracts' success
- Play a role in supporting us to achieve our mission in advancing health through technology and evidence-based lifestyle solutions that work in the real world.
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.
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