Service Delivery Manager - Call Handling
Location: Middlebrook and the wider ICC Contact Centres
Please note that NWAS reserves the right to close this advert early if we receive a high volume of applications
Are you ready to make a real impact? This is your chance to step into a senior leadership role at the heart of NWAS’s transformation journey.
As we integrate 111, 999, and Planned Call Handling services across our region, we need dynamic leaders who thrive in complexity, champion innovation, and put patient safety and staff wellbeing at the forefront.
If you’re passionate about driving change and delivering excellence, we want you on our team.
Key Responsibilities
* Provide senior operational and performance management for ICC Call Handling.
* Deliver key performance indicators and efficiency standards through robust monitoring and reporting.
* Support the Head of ICC Call Handling in implementing annual business plans and long-term transformation initiatives.
* Lead and motivate a team of senior managers, fostering a culture of inclusion and continuous improvement.
* Contribute to the development of ICC strategy and service transformation in line with NHS priorities.
* Promote NWAS values and role model our Be Think Do philosophy.
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.
What We’re Looking For
* A highly motivated leader with proven experience in Integrated Contact Centres or similar environments.
* Strong ability to manage change and deliver results in a fast-paced, complex setting.
* Excellent analytical, strategic thinking, and stakeholder engagement skills.
* Demonstrable experience in performance management, financial oversight, and service improvement.
* Commitment to values-based leadership and creating a great place to work.
Why Apply
This is an opportunity to play a key role in shaping the future of urgent and emergency care delivery within NWAS. You’ll be part of a dynamic team driving innovation and integration across our services.
Recruitment Campaign
Advertising Dates - 09.12.2025 - 28.12.2025
Assessment Centre - 06.01.2025 at Estuary Point (Liverpool)
Professional Discussions - 15.01.2025 at Estuary Point (Liverpool)
Please ensure you have read the job description fully before applying for this role.
This advert closes on Sunday 28 Dec 2025
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