Service Delivery Manager

North West Ambulance Service Nhs Trust; Bolton; On-site; GBP 100,000 - 125,000; Full time

Job summary

A healthcare service provider in Bolton is seeking a senior operational manager to oversee ICC Call Handling. The successful candidate will lead a team, deliver key performance indicators, and support strategic planning. Ideal candidates will have strong leadership and analytical skills, as well as experience in integrated contact centers. The role offers benefits such as a pension scheme, annual leave, and training opportunities, contributing to a positive workplace culture.

Benefits

Pension scheme

Annual leave up to 33 days

Training and development opportunities

NHS discounts

Qualifications

• Experience in Integrated Contact Centres or similar environments.
• Ability to manage change and deliver results in a fast-paced setting.
• Excellent analytical and strategic thinking skills.

Responsibilities

• Provide senior operational and performance management for ICC Call Handling.
• Deliver key performance indicators through robust monitoring.
• Support in implementing annual business plans and transformation initiatives.

Skills

Leadership

Analytical skills

Stakeholder engagement

Performance management

Change management

Job description

Responsibilities

• Provide 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.

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.

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 - This will 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.

Candidate Profile

• A 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.

Please note that NWAS reserves the right to close this advert early if we receive a high volume of applications.

Band 8A 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. In October 2025 we published our Anti‑racist Statement, which sets out our key commitments to becoming an anti‑racist organisation. These commitments underpin our recruitment practices and reflect our dedication to creating a diverse, inclusive, and representative workforce. The Trust is currently under‑represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to 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 offer 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.