Operations Manager – Service Delivery (Integrated Urgent Care)
About the Role
We’re looking for a confident, resilient and hands on Operations Manager – Service Delivery to join our Integrated Urgent Care (IUC) division. This is a pivotal leadership role, responsible for overseeing the day-to-day delivery of urgent care services across NHS 111, Clinical Assessment Services and face-to-face provision.
Reporting into the Head of Service Delivery, you’ll lead through a team of Team Managers, providing clear direction, strong governance and visible leadership across services. You’ll play a key role in stabilising performance, driving consistency and ensuring our services meet contractual, quality and performance standards, while always keeping patient experience and safety at the forefront.
This is a hands-on, service-led role, suited to someone who can confidently manage complexity, challenge constructively and bring clarity, structure and pace to service delivery. You’ll work closely with clinical, quality, people and system partners to continuously improve outcomes for our patients and colleagues.
What You’ll Be Doing
Providing strong, visible leadership across Integrated Urgent Care services, with a regular on-site presence
Leading and supporting Team Managers to deliver safe, effective and high-quality services
Ensuring contractual, performance and quality standards are consistently met across all services
Using operational data and reporting to drive performance improvement and maintain tight governance
Taking ownership of service delivery challenges, addressing performance, conduct and capability issues where required
Working closely with clinical leads, quality teams and senior colleagues to deliver service improvements and new pathways
Managing operational rotas and budgets, balancing people, quality, performance and financial priorities
Representing IC24 at external meetings and building effective relationships across the Integrated Care System
Participating in the IC24 on-call rota as required
About You
You’re a strong, credible operational leader who brings confidence, resilience and clarity to complex service environments. You’re comfortable setting expectations, driving performance and accountability, while remaining supportive, fair and people-focused.
We’re looking for someone who is:
Experienced in an operational management role within a complex, fast-paced environment
Confident leading managers and multi-layered teams, including remote workforces
Highly operational, process-driven and able to bring structure across multiple service strands
Skilled at using performance data to drive improvement and decision-making
Calm under pressure, resilient and decisive, with strong problem-solving skills
An effective communicator who can build relationships and influence at all levels
Passionate about service delivery, quality and patient experience
Experienced within healthcare, urgent care or public services or able to demonstrate strong transferable leadership skills from a commercial or non-healthcare operational background
Why IC24?
IC24 is a not-for-profit NHS primary care social enterprise delivering innovative urgent and primary care services across the South East of England. Every pound we make is reinvested into our services, our people and the communities we serve.
At IC24, you’ll find:
A values-led organisation focused on innovation, care, respect and excellence
The opportunity to make a real impact on urgent care delivery and patient outcomes
A supportive senior leadership team with a strong focus on quality and governance
Opportunities to influence service design, improvement and system working
A culture that values clarity, accountability and strong leadership
Additional Information
Location: Ashford, Ipswich or Norwich
Hours: 37.5 hours per week with flexibility for unsociable hours including evenings, nights, weekends and bank holidays
DBS: Enhanced DBS check with barred list checks requiredBenefits:
Annual Salary up to £49,016.29 per annum DOE
NHS Pension Scheme
Generous annual leave entitlement plus bank holidays
Flexible and hybrid working options
Ongoing learning and development opportunities
Free 24/7 independent counselling service
Access to Blue Light Card and NHS Discount Schemes
Membership to our reward and discount platform
Ready to Make a Difference?
If you’re an experienced Operations Manager with a passion for service delivery, strong leadership and improving urgent care services, we’d love to hear from you.
We celebrate brave ideas and brave people.
Visit (url removed) to apply.
Equal Opportunities & Safeguarding
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We’re dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team