Deputy General Manager

London Ambulance Service NHS Trust; Greater London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A prominent ambulance service in London is seeking a Deputy General Manager to provide operational leadership within the Integrated Patient Care Directorate. The role involves overseeing service delivery, managing performance, and supporting team development. Ideal candidates should be passionate about improving patient outcomes and enhancing urgent care services. This position emphasizes continuous improvement, collaboration, and commitment to quality standards.

Benefits

Continuous professional development

Leadership training

Supportive work environment

Responsibilities

• Provide day‑to‑day operational leadership and management of the IUC site.
• Monitor real‑time performance, addressing risks and service pressures.
• Lead, support and develop Team Managers and Shift Leads.
• Ensure adherence to governance frameworks and quality standards.
• Deputise for the General Manager at meetings and strategic initiatives.
• Promote a culture of continuous improvement and teamwork.

Job description

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.

Responsibilities

• Provide day‑to‑day operational leadership and management of the 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 & 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).
• Lead and develop operational excellence by supporting Team Managers, Duty Supervisors and Shift Leads to uphold Trust values of Caring, Respect and Teamwork.
• Oversee rota design, staffing levels and skill mix, escalating risks to the General Manager as required.
• Monitor daily operational and performance data, taking timely action to maintain key performance indicators and service delivery standards.
• Manage and investigate incidents, complaints and performance concerns, ensuring learning is embedded to support continuous improvement.
• Ensure compliance with governance, safeguarding, health & safety and statutory/mandatory training requirements.
• Deputise for the General Manager when required, represent the service at local, regional and national meetings and contribute to service development initiatives.
• Support business continuity, surge management and incident response, including participation in the 24/7 Deputy General Manager rota covering 06:00‑02:00.
• Lead specific portfolios or projects, including mobilisation of new services and improvement initiatives that enhance integration across urgent and emergency care pathways.
• Act as a role model for professional standards and inclusive leadership, fostering a culture of collaboration, accountability and continuous learning. Ensure teams are well‑supported, engaged and equipped to deliver a high‑quality patient experience.

About the London Ambulance Service (LAS)

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.