Service Delivery Manager (Call Handling)Service Delivery Manager - Call HandlingLocation: 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.Main duties of the jobKey ResponsibilitiesProvide 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.About usNorth 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.Job responsibilitiesWhat Were Looking ForA 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. Youll be part of a dynamic team driving innovation and integration across our services.Recruitment Campaign:Advertising Dates - 09.12.2025 - 28.12.2025Assessment 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.Person SpecificationCan evidence innovative and strategic thinking abilityIs credible to internal and external stakeholdersHas strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation and comparisons of a range of optionsAble to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance -Ability to demonstrate the ability to communicate in situations where it is considered sensitive or highly contentious -Ability to translate strategic goals into effective and achievable operational plans and capable of monitoring their progress and outcomesEffective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and factsAble to lead, develop and motivate team workingHighly developed negotiating and influencing skillsAble to make sense of complex and conflicting priorities and reach effective and speedy solutionsIs politically astute with knowledge of local decision making and influencing bodies. Open and democratic styleAbility to handle detail within strategic plans and make informed decisions and judgementsAbility to assess risks, anticipate difficulties and successfully address themAbility to drive, facilitating travel between multiple operational sitesDemonstrable compassionate and inclusive leadershipExperience in the application of HR processesDemonstrable experience of line management responsibilitiesQualification and KnowledgeEducated to Degree level in a relevant subject or able to demonstrate significant operational experience in lieu of thisEducated to Masters level / equivalent experienceHas specific in-depth knowledge of the challenges facing health and social care gained through a mix of experience and formal trainingCan provide evidence of recent on-going personal development activityHas current broad knowledge of the national NHS context in respect of transforming the response to urgent patient care needsExperienceNHS Management experience, including evidence of significant external stakeholder engagement and comprehensive CPDDetailed understanding of the factors affecting successful service delivery in the Urgent Care environment. [insert specificationCan demonstrate experience in remedial performance management, with evidence of implementing action plans and performance improvementCan demonstrate successful financial management, rigorous financial monitoring and control, and evaluating competing budgetary prioritiesHas business planning, objective setting and performance management experience and is able to formulate medium/long term and tactical plans (which contribute to strategic plans) involving uncertainty and which might impact on the TrustCan demonstrate experience of successfully leading and managing a teamValues and BehavioursWorking together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptableThe post holder must be a role model for openness and inclusionEncourages innovative thinking in othersDemonstrates resilience, confidence and self-belief when under pressureCan demonstrate self-awareness which includes awareness of impact on othersAbility to work under pressure and meet deadlinesHas high personal integrity, and emotional toughnessDemonstrates a leadership style which is visible and democraticCommitted to promoting diversity and awareness of equal opportunitiesRequired to travel extensively across the AreaTrack record of continuous professional developmentDemonstrates commitment to the values, principles of public service and health and social care in particular-Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. #J-18808-Ljbffr