Role Summary
An exciting opportunity has arisen for an experienced operational leader to join North West Ambulance Service as our Service Delivery Manager for Dispatch, Planning & Coordination within the Integrated Contact Centres (ICC). Every emergency ambulance response begins with a decision. Behind those decisions is a highly skilled team responsible for ensuring the right resource reaches the right patient, at the right time.
Responsibilities
As Service Delivery Manager, you will provide strategic and operational leadership to one of the Trust’s most critical operational functions, ensuring our dispatch, planning and coordination services remain safe, effective and responsive to the changing demands of urgent and emergency care.
Working alongside the Head of Dispatch, Planning & Coordination and the wider ICC Senior Leadership Team, you will lead experienced operational managers across multiple sites, providing visible leadership, driving service improvement, and ensuring operational performance is delivered whilst maintaining an unwavering focus on patient safety and staff wellbeing.
This is a varied and rewarding leadership role where no two days are the same. You will help shape the future of Dispatch & Planning through service transformation, workforce planning, operational resilience and continuous improvement, supporting the delivery of high-quality services for the communities we serve across the North West.
As Service Delivery Manager, you will provide senior operational leadership for the Dispatch, Planning & Coordination service, ensuring the effective delivery of operational performance, workforce planning and service resilience across the Integrated Contact Centres.
Working closely with senior operational, clinical and corporate colleagues, you will use operational intelligence, performance data and system insight to identify opportunities for improvement, supporting recovery where required and helping shape future service delivery.
You will provide leadership to a team of Duty Dispatch Leads and Area Dispatch Leads developing a positive, inclusive culture where people feel supported, empowered and accountable.
Alongside day-to-day operational oversight, you will contribute to strategic planning, transformation programmes and organisational change, ensuring that improvements are translated into sustainable operational practice.
The role requires an experienced leader who is comfortable making decisions within a fast-paced operational environment, balancing competing priorities while maintaining a relentless focus on patient safety, staff wellbeing and service performance.
You will also deputise for the Head of Dispatch, Planning & Coordination when required, representing the service internally and externally, building strong relationships with operational partners and supporting the continued development of one of the UK’s largest Integrated Contact Centres.
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