ICC Service Development & Business Support Manager

North West Ambulance Service NHS Trust; Liverpool; On-site; GBP 49,000 - 57,000; Full time

Benefits offered by this job

Pension scheme

Annual leave

Training opportunities

NHS discounts

Car lease scheme

Cycle to Work Scheme

NHS mortgages

Childcare vouchers

Job summary

North West Ambulance Service NHS Trust is seeking a highly experienced Service Development & Business Support Manager (Band 7) to drive improvements across Integrated Contact Centres. The role is based at ICC OS with occasional travel to Manchester and Liverpool, contributing to strategic goals and service excellence.

The post requires senior management experience, MSP or equivalent, and Agile PM qualifications, plus strong communication, leadership and analytical skills for stakeholder

Qualifications

• MSP qualification or equivalent experience.
• Agile Project Management Qualification.

Responsibilities

• Lead and manage multiple service development projects aligned with NWAS’s strategic goals.
• Engage effectively with stakeholders at all levels, internal and externally.
• Identify opportunities for service improvement by gaining a comprehensive understanding of ICC operations.
• Be at the forefront of organisational change, improving urgent and emergency care delivery.

Skills

Interpersonal skills

Communication skills

Leadership

Analytical skills

Education

MSP Qualified or equivalent experience

Agile Project Management Qualification

Tools

Visio

PowerPoint

Excel

Job description

ICC Service Development & Business Support Manager

Band 7

Main area Adh-Hoc ICC Grade Band 7 Contract Permanent Hours Full time - 37.5 hours per week Job ref 242-5314-LR1

Site ICC OS Service Development & Business Support S2 Town Manchester & Liverpool Salary £49,387 - £56,515 per annum Salary period Yearly Closing 01/11/2026 23:59

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

Job overview

Are you ready to make a real difference in healthcare delivery? NWAS is thrilled to offer an exciting opportunity for a passionate and innovative professional to join our Service Development Team working across the Integrated Contact Centres (ICCs).

About the Role: As Service Development & Business Support Manager, you will play a pivotal role in driving positive change and enhancing service experiences for both patients and staff. This is your chance to lead impactful projects from conception through to successful completion, working in a collaborative environment that values your ideas and leadership.

What’s in it for you?

• Impactful Work: Help shape the future of our contact centres, improving how services are delivered and experienced.
• Leadership Opportunities: Lead diverse project streams, influencing organisational change and service excellence.
• Collaborative Environment: Work alongside a passionate team committed to innovation and continuous improvement.
• Professional Growth: Develop your skills in project management, stakeholder engagement, and strategic planning within a forward-thinking organisation.

Main duties of the job

ICC Senior Service Development & Business Support Manager

• Lead and manage multiple service development projects aligned with NWAS’s strategic goals.
• Engage effectively with stakeholders at all levels, both internally and externally, demonstrating your communication skills and political astuteness.
• Identify new opportunities for service improvement by gaining a comprehensive understanding of ICC operations
• Be at the forefront of organisational change, making a real difference in the delivery of urgent and emergency care.

Working for our organisation

North 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.

Detailed job description and main responsibilities

Please ensure you read the attached Job Description and Person Specification before applying.

Location - This post will be based at either Middlebrook (BL6 6PQ) or Estuary Point (L24 8RL) however some travel between all NWAS contact centre sites will be necessary.

Please see below timetable for recruitment campaign

Shortlisting completed by: Friday 6 November 2026

Assessment centre: Friday 20 November 2026, AM

Professional discussions: Friday 20 November 2026, PM

Person specification

• Excellent interpersonal skills, able to engage with all levels of hierarchy
• Good verbal and written communication skills including report writing, presentations and system
• Ability to work on own or in a group with minimal direct supervision
• A flexible and methodical approach to work to meet the needs of the role
• Excellent IT skills, able to use a wide range of software packages including Visio, PowerPoint, Excel – produce spreadsheets/formulas etc
• Ability to keep accurate and complete records consistent with best practice policies and procedures
• Excellent organisation skills and team leader skills
• Ability to undertake complex audit/quality assurance procedures for board level
• Strong analytical and investigative skills
• Ability to negotiate, persuade and manage conflict
• Demonstrable compassionate and inclusive leadership
• Experience in the application of HR processes
• Demonstrable experience of line management responsibilities

Qualification and knowledge

• MSP Qualified or equivalent experience
• Agile Project Management Qualification

Experience

• Senior Management Experience
• Experience of Programme/Project Management in a 24/7/365 environment
• Knowledge of programme and project management including change management, benefit realisation and workforce redesign.
• Knowledge of current government policies regarding the NHS programme for change
• Experience of policy formation and procedures in relation to Programme Management Offices.
• Experience of prioritising workload and working to set time parameters
• Experience of handling confidential information
• Previous experience in NHS environment

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

A valid right to work and identity check

Reference checks - Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.