Service Delivery Lead

The Air Ambulance Service Limited; Coventry; On-site; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Enhanced annual leave

Annual leave purchase

Enhanced sick pay

Life assurance

Blue Light Card eligibility

Supportive team

Employee Assistance Programme

EDI networks

Job summary

The Air Ambulance Service Limited is seeking a Service Delivery Lead (NCAA) based in Coventry with plans to relocate to Catthorpe by 2027. The role involves leading national service delivery, working with NHS partners and frontline crews to improve performance, safety and patient outcomes across the UK.

You will drive governance, use data to inform decisions, and lead improvement projects while occasionally covering NCAA crew shifts to meet operational demand.

Qualifications

• 5+ years' experience in healthcare with operational leadership.
• Qualified Emergency Ambulance Crew, Emergency Care Assistant, or equivalent/higher.
• Strong communication, stakeholder engagement and relationship-building skills.
• Experience using data, quality and safety information to support decision-making and service improvement.
• Understanding of governance, compliance, quality and safety systems.

Responsibilities

• Provide visible leadership, fostering continuous improvement, wellbeing, accountability and safe multidisciplinary working.
• Support service governance, compliance, incident review and risk management.
• Analyze performance data to drive improvement and inform decisions.
• Lead service improvement projects and strategic priorities.
• Build relationships with NHS Clinical Partner Teams and stakeholders.
• Occasionally deputise for the Head of Operations.
• Undertake shifts to support demand.
• Champion NCAA through stakeholder engagement and fundraising.

Skills

Healthcare leadership

Emergency crew qualification

Communication skills

Data-driven decisions

Governance understanding

UK driving licence

Travel flexibility

Cross-site collaboration

Job description

Join Our Lifesaving Team

Service Delivery Lead (NCAA)

Location: Initially based in Coventry.

The role will be subject to relocation to Catthorpe by (end) 2027. Frequent travel required between operational sites.

Hours: 40

Salary: £33,712 - £38,368 per annum DOE

What We Offer:

• Enhanced annual leave, with even more added as your service grows
• Additional annual leave purchase options
• Enhanced sick pay
• Life assurance
• Blue Light Card eligibility and access to generous discount schemes
• A supportive, purpose-driven team
• Access to our comprehensive Employee Assistance Programme
• As part of our commitment to equality, diversity and inclusion, our people are encouraged to get involved in our internal EDI networks, which provide opportunities to connect, share experiences and help to shape a more inclusive workplace. Want to find out more? Visit our website - www.theairambulanceservice.org.uk

Help shape the future of a life-saving national service. As our Service Delivery Lead, you'll play a pivotal role in ensuring the National Children’s Air Ambulance delivers exceptional care to critically ill children across the UK. Working closely with operational leaders, NHS partners and frontline crews, you'll drive service improvement, use data and insight to influence decision-making, and help deliver a resilient, high-performing service where every improvement has a real impact on patient outcomes. This is a unique opportunity to combine strategic thinking with hands‑on operational support in a role that truly makes a difference.

What You’ll Be Doing:

• Provide visible leadership, fostering a culture of continuous improvement, wellbeing, accountability and safe multidisciplinary working.
• Support service governance, compliance, incident review and operational risk management.
• Analyse performance, quality and safety data to drive improvement and inform decision-making.
• Lead and support service improvement projects, strategic priorities and operational planning.
• Build strong relationships with NHS Clinical Partner Teams, colleagues and key stakeholders.
• Deputise for the Head of Operations when required.
• Occasionally undertake NCAA Crew Member shifts to support operational demand.
• Champion NCAA through stakeholder engagement, fundraising and public awareness activities.

What We’re Looking For:

Essential Requirements

• 5+ years' experience in healthcare, with proven operational leadership experience.
• Qualified Emergency Ambulance Crew, Emergency Care Assistant, or equivalent/higher.
• Strong communication, stakeholder engagement and relationship‑building skills.
• Experience using data, quality and safety information to support decision-making and service improvement.
• Understanding of governance, compliance, quality and safety systems.
• Full UK manual driving licence and willingness to travel between sites.
• Flexible, resilient and able to work across shifts, weekends and bank holidays.
• Collaborative leader with a commitment to continuous improvement and staff wellbeing.

Desirable

• Experience in emergency care, critical care transfers, retrieval services or aeromedical operations.
• Leadership, management or project management qualification.
• Knowledge of the National Children's Air Ambulance service.

What’s In It For You:

At TAAS, you’ll be part of a passionate and committed charity that’s making a real difference every day. We value professionalism, compassion and teamwork — and we’re proud of our inclusive, supportive culture.

Whether it’s supporting emergency services from behind the scenes or helping shape the future of our leadership, you’ll play a crucial role in helping us save lives.

The Air Ambulance Service isn’t just a place to work; it’s a place to build a meaningful career.

Compliance Responsibilities

In addition to specific compliance requirements within your area of expertise, you also hold responsibility in your specialism for:

• Health & Safety and Environment
• Safeguarding
• Data Protection
• Equality, Diversity, and Inclusion
• Quality

You are expected and encouraged to raise and escalat[e] appropriately any potential breaches or areas for improvement regarding the above.

The role is subject to an Enhanced DBScheck.

Environment

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.

As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people.

*Please note that we reserve the right to close this before the stated date, should the hiring manager deem there to be enough suitable applicants. We are currently recruiting for this role directly and do not require agency assistance at this time. If you have applied for this role within the last 6 months, please be aware your application may be automatically declined.