ICC – Tactical Performance Manager – Northern House
The closing date is 08 July 2026
South Central Ambulance Service NHS Foundation Trust (SCAS) is seeking a forward‑thinking Tactical Performance Manager to provide daily leadership, operational oversight and tactical command across our Integrated Contact Centres (ICCs) with this opportunity based in Northern House.
This pivotal role sits at the heart of our emergency and urgent care response, ensuring teams, systems and resources operate safely, efficiently and in line with Trust standards. You will lead daily tactical decision‑making, manage unpredictable demand, support deployment teams, and work closely with clinical, call‑handling and 999 Operations leaders to maintain patient safety and meet performance targets.
As a Trust tactical commander, you will also take decisive action during major incidents, acting as the First Incident Commander until the wider command structure is in place.
Key responsibilities include producing performance reports, driving quality improvement, supporting patient safety investigations and ensuring regulatory compliance. Working collaboratively with internal colleagues and system partners, you will influence operational delivery and support continuous improvement across the ICC.
If you thrive in high‑pressure environments, enjoy leading teams and are ready for a challenging and rewarding leadership role, we welcome your application. Please indicate your preferred location.
Main duties of the job
The Tactical Performance Manager role has two distinct elements: daily tactical leadership and local deployment management. While the post holder is the daily TAC lead, they will be responsible for Trust operational performance. This role alternates between the integrated contact centres and provides 24/7 cover.
The lead will ensure both ICC and 999 operational policies and procedures are deployed as per agreed business as usual. In the instance of a major incident, when on tactical rotation, the role acts as First Incident Commander whilst the major incident leadership is mobilised in line with the Trust Incident Response Plan. The lead will ensure escalation plans are enacted to deliver operational performance to meet internal and external key performance indicators.
When performing as deployment management, they are accountable for day‑to‑day running of the relevant deployment model and team management; however, during times of a major incident or short‑notice absences, they will revert to the Tactical Lead. The post holder is expected to act independently, taking decisions to ensure operational delivery for the organisation, driving change and improvement by supporting and influencing both clinical and corporate teams.
The post holder will deputise for the Assistant Director of ICC – Resource / Deployment internally as required and at a system and ambulance sector level.
About us
Benefits we offer:
- Full training and a range of courses which you can book locally.
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
- Automatic enrolment into the NHS Pension Scheme.
- Access to continual professional development within SCAS and the wider NHS.
- Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
- NHS Discounts in over 200 stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
- Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It is really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as possible (depending on availability).
All new starters need to attend our Corporate Induction in person, this is held over one and half days from our educational centres based in Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
Please note – depending on your role additional training may be required following on from your corporate induction.
Job responsibilities
Responsible for the development and implementation of the annual operational improvement plans. Ensure that the highest standards of Corporate and Clinical Governance are maintained via the relevant group i.e. directorate level meetings.
Accountable for the line management of all staff reporting directly to the post holder. This includes recruitment selection, performance management, identification of training and development needs, in accordance with the employment policies and practices of the Trust.
Be a role model within their assigned area, demonstrating strong leadership and promoting an open, supportive culture, which is in line with the Trust’s values. Develop and maintain an effective relationship with operational sector leadership teams and ICC teams to deliver performance objectives.
Assist in the development and implementation of Cost Improvement Programmes for the area of responsibility, ensuring that the Trust delivers financial savings through efficiencies, whilst ensuring the maintenance of safe, timely and effective patient care.
The post holder will be responsible for the achievement and sustainability of operational key performance indicators within their scope of responsibility and influence.
Person Specification
Qualifications
- Educated to degree level or equivalent experience of working within a management role in a high pressure specialist working environment (preferably a clinically led call centre).
- Willingness to undertake any training required to enable further development of the role/function.
- NVQ3 Management or demonstrable equivalent experience.
- A commitment to and evidence of continuous professional development.
- Tactical Commander and Operational Commander trained.
Knowledge
- Proven experience leading teams in fast‑paced, customer‑focused, front‑line service environments.
- Strong decision‑making skills, including risk evaluation and independent judgement in specialist areas.
- In‑depth knowledge of emergency preparedness, resilience, and response frameworks.
- Ability to stay calm under pressure, with a methodical and organised approach to multitasking and prioritisation.
Skills
- Proven ability to lead and support teams to meet performance targets while maintaining staff welfare.
- Experience providing guidance to both clinical and non‑clinical colleagues.
- Capable of motivating others in high‑pressure environments.
- Skilled in communicating complex information clearly to diverse audiences, including external stakeholders.
- Assertive yet empathetic, with a tactful and diplomatic approach.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
South Central Ambulance Service NHS Foundation Trust
£57,528 to £64,750 a year pro rata, per annum
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