Paloma Health
Senior Care Delivery Manager
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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 Delivery Team (comprising Team Managers, Care Coordinators, 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.
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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 cohorts of Care Coordinators and clinicians
- 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).
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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
- Equity compensation through Share Options in Paloma Health
- Optional Private Medical Insurance and Employee Assistance Programme
- Home Office Equipment Allowance
- Professional Registration Fees Allowance for clinicians
- A unique annual leave benefits package which includes:
- 37 days of annual leave. This is 28 standard days, plus eight bank holidays, plus your birthday off.
- Option to buy an additional 5 days per year (giving a maximum of 42 days)
- Where required, 2 days per year of special leave, for events that can happen in life, whether personal or family-related
- Additional benefits include:
- A premium performance company laptop
- NHS discounts, including the Blue Light Card (as we are an NHS provider).
Equality & Diversity
Paloma Health is an equal opportunity employer committed to diversity and inclusion in the workplace and throughout the application process. We do not discriminate based on any protected characteristic.
Accommodations
We’re glad to accommodate candidates who need adjustments throughout the hiring process. We encourage you to be open about the adjustments you need, so we can adapt our interview process accordingly.
Safer Recruitment & Pre-Employment Checks
Paloma Health ensures that supporting people to be safe is at the heart of our work and a key priority. As part of our pre-employment checks, you will be asked to complete a Disclosure and Barring Service (DBS) check. Depending on your role within the business, this will be at either an Enhanced, Standard, or Basic level. We are committed to safer recruitment practices and expect all applicants to share our dedication to safeguarding.
Application process
Please apply via our website. We understand that applying for a new job requires significant effort, and we appreciate the time you put into it and look forward to reviewing your application.
Join us and be part of our journey to revolutionise access to NHS autism and ADHD care!
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