North West Ambulance Service NHS Trust
Service Delivery Manager
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Service Delivery Manager for Dispatch, Planning & Coordination
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. 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.
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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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About North West Ambulance Service NHS Trust
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
- Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
- We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
- Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
- We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Contact for Further Details / Informal Visits
Name: Leigh Cartwright
Job title: Head of ICC
Email address: Leigh.Cartwright@nwas.nhs.uk
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