The Deputy General Manager plays a key leadership role within the Integrated Patient Care Directorate (IPCD), providing day-to-day operational management of frontline non-clinical teams within the Integrated Urgent Care (IUC) service. Working closely with the General Manager and other senior leaders, the postholder is responsible for ensuring safe, effective, and high‑quality service delivery across the site, in line with contractual, governance, and performance standards.
This role provides visible leadership across a 24/7 operational environment, overseeing rota management, workforce performance, incident response, and escalation. The Deputy General Manager also deputises for the General Manager when required, supports business continuity planning, and contributes to service development and improvement initiatives across the wider IUC network.
Responsibilities
* Provide day‑to‑day operational leadership and management of the Integrated Urgent Care (IUC) site, ensuring safe, effective, and patient‑focused service delivery in line with Trust and contractual standards.
* Oversee rota management, workforce performance, attendance, and compliance to ensure appropriate staffing levels and skill mix across all shifts.
* Monitor real‑time performance, taking prompt action to address risks, service pressures, or incidents, and escalating issues to the General Manager as required.
* Lead, support, and develop Team Managers, Shift Leads, and Duty Supervisors through regular 1:1s, performance reviews, and coaching.
* Ensure adherence to governance frameworks, quality standards, and statutory/mandatory requirements, including incident management, safeguarding, and health and safety.
* Deputise for the General Manager as required, representing the site at internal and external meetings and contributing to strategic planning and service development.
* Promote a culture of continuous improvement, learning, and inclusion, ensuring high standards of professionalism, teamwork, and staff wellbeing.
* Support business continuity and emergency response plans, including participation in the on‑site and out‑of‑hours senior management rota (06:00–02:00, seven days per week).
The London Ambulance Service (LAS) is one of the world’s busiest and most dynamic ambulance services, committed to delivering high‑quality urgent and emergency care to the people of London. Within our Integrated Urgent Care (IUC) service, we provide 24/7 patient‑focused care through NHS 111 and Clinical Assessment services, supporting patients to access the right care at the right time.
As part of the IUC leadership team, you’ll be joining a passionate, values‑driven organisation built on Caring, Respect, and Teamwork. You’ll work alongside skilled professionals dedicated to improving patient outcomes, developing innovative care models, and ensuring our services are safe, effective, and inclusive.
We invest in our people through continuous professional development, leadership training, and opportunities to shape service improvement across London. Working at LAS means being part of a supportive and collaborative environment where your contribution makes a real difference every day.
Contact
For further details / informal visits contact: Lisa Wallen, General Manager, l.wallen@nhs.net
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