Job overview
The Head of Operations is accountable for the day-to-day operational management and service delivery of care to patients within their area of responsibility. This includes being accountable and responsible for the delivery of operational and clinical performance targets. The delivery of which will require strategic and operational decision making that affect service delivery, workforce planning and financial sustainability.
They will be the SCAS representative within the local health and social care economy, working collaboratively with system partners, agreeing local urgent and emergency care provision and ensuring services meet the current and future needs of the population they serve.
Main duties of the job
As a senior manager within South Central Ambulance Service you will be required to provide leadership to your team to ensure the effective provision of the service they provide and to champion change in the organisation. You will ensure that your staff are motivated and express a positive attitude towards the organisation. You will address any issues and concerns that may inhibit your staff from achieving both their personal and organisational goals.
Main duties include:
Governance and Compliance
People, finance and resource management
Operational delivery
Quality and performance
Patient and customer experience
Partnership and stakeholder engagement
Education and development
Innovation and change management
Working for our organisation
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’s 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 we possibly can (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.
Detailed job description and main responsibilities
1. Operational, Strategic & Clinical Governance
* Provide strategic support to the Director of Operations and COO.
* Deliver high‑quality, patient‑focused, safe and sustainable care.
* Take accountability for locality-wide service delivery.
* Collaborate with internal and external stakeholders effectively.
* Deliver services to national standards and locally agreed KPIs.
* Ensure contractual compliance and manage commissioner relationships.
* Use autonomous decision‑making in complex operational situations.
* Support continuous clinical and quality improvement.
* Lead long-term service planning and redesign initiatives.
* Balance service development with immediate operational needs.
* Support clinical governance areas including response times, compliance, records, risk and complaints.
* Develop and implement plans to meet commissioned service requirements.
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2. Leadership & Management
* Provide strong leadership promoting openness and accountability.
* Line-manage Clinical Operations Managers and support their development.
* Manage performance issues constructively and effectively.
* Promote a culture of personal and professional development.
* Conduct appraisals, debriefings, and ensure training compliance.
* Offer high-level coaching and support for HR processes (sickness, performance, capability).
* Promote positive staff engagement and collaborative working.
* Participate in the Duty Silver on‑call rota for out‑of‑hours leadership.
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3. Financial & Corporate Governance
* Act as budget holder for the locality budget.
* Delegate budget responsibilities appropriately to team managers.
* Oversee procurement, capital and revenue expenditure.
* Produce and review business cases where needed.
* Ensure compliance with Trust policies and procedures.
* Develop and deliver Cost Improvement Programmes.
* Analyse clinical and operational data to identify trends and improvement areas.
* Develop action plans based on data insights.
* Manage and monitor CQUIN and external funding streams.
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4. Communication & Stakeholder Management
* Maintain strong working relationships internally and externally.
* Communicate complex, sensitive or contentious information appropriately.
* Build collaborative partnerships across the local health economy.
* Support seamless care pathways for patients across services.
* Ensure adequate locality resources (vehicles, training, equipment, medicines).
* Understand the complexities of local health and social care systems.
* Support managers in facilitating meetings and producing reports.
* Engage effectively with patient groups and local stakeholders.
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5. Operational Responsibilities
* Ideally maintain or hold a clinical registration.
* Undertake clinical duties where appropriate.
* Fulfil Civil Contingencies Act responsibilities.
* Perform designated resilience roles during incidents.
* Participate in operational resilience and on‑call processes.
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6. Trust Expectations & Values
* Contribute positively to Trust performance.
* Work collaboratively to improve team efficiency.
* Demonstrate commitment to clinical excellence.
* Use appropriate communication methods for each situation.
* Demonstrate strong self‑management skills.
* Work effectively within varied team structures.
* Provide reliable, confidential support to staff.
* Maintain high professional and personal standards.
* Maintain fitness to practise where clinically required.
* Aspire to deliver the highest standard of patient care.
* Commit to continuous learning and development.
* Support innovation and improvements across the service.
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7. Health, Safety, Safeguarding & Compliance
* Understand and act on health and safety responsibilities.
* Identify, report and manage risks and hazardous environments.
* Support staff welfare and wellbeing through compliance with legislation.
* Adhere to infection prevention and control policies.
* Understand safeguarding responsibilities for children and vulnerable adults.
* Act promptly in line with safeguarding policies.
* Ensure confidentiality under data protection legislation.
* Participate in required training and development programmes.
* Contribute to a culture of openness via Freedom to Speak Up.
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8. Organisational Requirements
* Adapt to organisational change and evolving service needs.
* Demonstrate alignment with SCAS values: Teamwork, Innovation, Professionalism, Caring.
* Comply with the no‑smoking policy.
* Promote equality, diversity and inclusion.
* Maintain confidentiality and appropriate professional boundaries.
* Support Trust behaviours and expectations at all times.
Person specification
Knowledge
Essential criteria
* Educated to degree level or demonstrable knowledge / experience relevant to role
* Evidence of ongoing professional development
* Management qualification or demonstrable level of experience
* Experience of managing the implementation of change programmes
* Experience of business planning, objective setting and performance management
* Experience of working with complex groups of stakeholders across multi-disciplinary teams within the healthcare economy including formal presentations as and when required
* Budget management experience
* Understanding of NHS developments and their impact on the Trust, together with knowledge of locality based decision makers and influencing bodies
* Demonstrates innovative and strategic thinking
* Proven track record of business delivery which has gained credibility with internal and external stakeholders
* Ability to translate strategic goals into effective and achievable operational plans, capable of monitoring progress, and delivering results within their remit
* Highly effective communication skills, both verbal and written
* Can assess risks, anticipate difficulties and take appropriate action
* Proficient IT systems user, able to produce reports as required and oversee the maintenance and standard of data quality produced from these systems
* A role model for openness and inclusion with a commitment to engaging all managers and staff in performance and service development
* Ability to work under pressure and meet deadlines
* Committed to promoting diversity and awareness of equal opportunities
* Committed to values and principles of public service, and health and social care in particular
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.