Head of Service Delivery

Integrated Care System; Ipswich, Norwich, Ashford; On-site; GBP 50,000 - 60,000; Full time

Job summary

A healthcare organization in Ipswich seeks a Head of Service Delivery to oversee Integrated Urgent Care operations. This leadership role involves ensuring high-quality service delivery, improving patient experience, and meeting operational KPIs. The ideal candidate will have significant operational leadership experience and a deep understanding of healthcare operations. Competitive salary up to £60,000 and generous benefits offered.

Benefits

Generous annual leave

Health and wellbeing support

NHS Pension Scheme

Career development opportunities

Reward and recognition programmes

NHS Blue Light Discount Card

Qualifications

• Significant operational leadership experience in urgent or unscheduled care.
• Deep understanding of service delivery, commissioning, and healthcare operations.
• Experience of leading teams to achieve operational KPIs.
• Excellent stakeholder management, governance, and performance reporting skills.
• Experience leading change and delivering quality improvement in a fast-paced environment.
• Values-driven leadership that empowers and inspires teams.
• Confidence in supporting complex HR and operational challenges.
• Ability to contribute to strategic programmes and lead service transformation.

Responsibilities

• Lead Integrated Urgent Care operations across the division.
• Deliver safe, effective and high-quality services.
• Support delivery teams to exceed KPIs and improve patient experience.
• Engage with frontline colleagues and senior leaders to build governance frameworks.

Skills

Operational leadership experience

Service delivery understanding

Stakeholder management

Performance reporting

Leading change

Values-driven leadership

HR support

Strategic programme contribution

Job description

The RoleWere looking for a dynamic and driven Head of Service Delivery to lead our Integrated Urgent Care (IUC) operations across the division.Reporting to the Deputy Divisional Director of Operations, youll be responsible for delivering safe, effective and high-quality services - ensuring operational performance aligns with our contractual and clinical standards. Youll support the delivery teams to exceed KPIs, improve patient experience, and foster a culture of continuous improvement, development and collaboration.This is a highly visible leadership role where youll engage with frontline colleagues, senior leaders and external partners alike - building strong governance frameworks that assure performance, quality, finance and people measures across the region.

Main duties of the job

What youll needSignificant operational leadership experience in urgent or unscheduled care (e.g., IUC, NHS 111, OOH)A deep understanding of service delivery, commissioning, and healthcare operationsExperience of leading teams to achieve operational KPIs, while improving patient and colleague experienceExcellent stakeholder management, governance, and performance reporting skillsExperience leading change and delivering quality improvement (QI) in a fast-paced environmentA values-driven leadership style that empowers and inspires teamsConfidence in supporting complex HR and operational challengesAbility to contribute to strategic programmes and lead service transformationWhat youll getUp to £60,000 basic salary (DOE)Generous annual leave entitlement, increasing with serviceHealth and wellbeing support, including 24/7 counsellingAccess to the NHS Pension SchemeCareer development opportunities, CPD and leadership trainingReward and recognition programmesNHS Blue Light Discount CardA chance to lead high-impact work in a purpose-driven Social Enterprise

About us

Who we areAt IC24, were a not-for-profit Social Enterprise providing urgent and primary care services to over six million people. Were passionate about improving health outcomes, easing pressure on NHS services, and making a difference in the communities we serve.Our values - Innovation, Care, Respect and Excellence - guide everything we do. We work at pace in complex systems and are proud to offer inclusive, responsive and clinically safe services to those who need us most.

Job responsibilities

Who we are

At IC24, were a not-for-profit Social Enterprise providing urgent and primary care services to over six million people. Were passionate about improving health outcomes, easing pressure on NHS services, and making a difference in the communities we serve.

Our values - Innovation, Care, Respect and Excellence - guide everything we do. We work at pace in complex systems and are proud to offer inclusive, responsive and clinically safe services to those who need us most.

The Role

Were looking for a dynamic and driven Head of Service Delivery to lead our Integrated Urgent Care (IUC) operations across the division and our range or services.

Reporting to the Deputy Divisional Director of Operations, youll be responsible for delivering safe, effective and high-quality services - ensuring operational performance aligns with our contractual and clinical standards. Youll support the delivery teams to exceed KPIs, improve patient experience, and foster a culture of continuous improvement, development and collaboration.

This is a highly visible leadership role where youll engage with frontline colleagues, senior leaders and external partners alike - building strong governance frameworks that assure performance, quality, finance and people measures across the region.

What youll need

• Significant operational leadership experience in urgent or unscheduled care (e.g., IUC, NHS 111, OOH)
• A deep understanding of service delivery, commissioning, and healthcare operations
• Experience of leading teams to achieve operational KPIs, while improving patient and colleague experience
• Excellent stakeholder management, governance, and performance reporting skills
• Experience leading change and delivering quality improvement (QI) in a fast-paced environment
• A values-driven leadership style that empowers and inspires teams
• Confidence in supporting complex HR and operational challenges
• Ability to contribute to strategic programmes and lead service transformation

What youll get

• Up to £60,000 basic salary (DOE)
• Generous annual leave entitlement, increasing with service
• Health and wellbeing support, including 24/7 counselling
• Access to the NHS Pension Scheme
• Career development opportunities, CPD and leadership training
• Reward and recognition programmes
• NHS Blue Light Discount Card
• A chance to lead high-impact work in a purpose-driven Social Enterprise

If youre a strategic thinker, a hands-on operator and a compassionate leader ready to take on a pivotal role in urgent care delivery - we want to hear from you. Apply now and shape the future of patient care and operational excellence at IC24.

Our Commitment to Diversity, Equity & Inclusion

At IC24, we are committed to fostering a culture of inclusion and belonging where everyone can thrive. We know that diverse teams make stronger teams, and we actively encourage applications from all backgrounds and communities.

We proudly support our colleagues through inclusive networks like Cultural Inclusion4All, LGBTQ+Friends, Gender Equality, and Disability Confident. We are a Disability Confident Employer and are happy to discuss reasonable adjustments at any stage of the recruitment process.

For more information, please reach out to our Recruitment Partner Lucy on [e-mail]

Person Specification

General Requirements

• Please refer to job description above
• Please refer to job description above

Disclosure and Barring Service Check

This 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.