Service Delivery Manager

NHS; Crawley; On-site; GBP 55,000 - 63,000; Full time

Job summary

A healthcare trust in Crawley is seeking a Service Delivery Manager to lead operational excellence in patient care. This role requires a registered clinician with strong leadership skills to make impactful decisions within a 24/7 environment. You will work collaboratively across clinical and operational teams, ensuring the highest standards of service delivery and patient care. This position offers competitive remuneration and professional development opportunities in a dynamic healthcare setting.

Benefits

NHS pension scheme

Minimum 27 days' holiday

Personal development opportunities

Occupational health access

NHS discounts

Qualifications

• In-depth understanding of NHS ambulance service operations.
• Experience in managing performance, patient flow, and service escalation.
• Familiarity with operational flow and hospital handovers.

Responsibilities

• Accountability for effective service delivery 24/7.
• Exercise delegated authority to make critical decisions.
• Collaborate across Field Operations and Specialist Operations.

Skills

Excellent communication and negotiation skills

Ability to dynamically prioritise and allocate resources

Education

Registered HCPC Paramedic, NMC Registered Nurse

Evidence of continued professional development

Job description

Job summary

• Service Delivery Manager
• Band 8a
• SECAmb Emergency Contact Centres (Medway or Crawley)

Are you a registered clinician ready to take the next step in your career? South East Coast Ambulance Service NHS Foundation Trust (SECAmb) is seeking passionate, forward-thinking professionals from both SECAmb and the wider health sector to join our team as Service Delivery Managers.

Shape the Future of Patient CareThis is a unique opportunity to step into a senior management role with real authority and impact. As a Service Delivery Manager, you'll be at the heart of our operational leadership--making real-time decisions, directing resources, and collaborating across clinical, operational, and specialist teams to ensure the highest standards of patient care and service performance.

Main duties of the job

24/7 Leadership: Hold accountability for the effective delivery of services, ensuring the Trust runs smoothly every day.

Operational Authority: Exercise delegated authority to make critical decisions, reprioritise resources, and respond to major incidents.Collaboration: Work closely with colleagues across Field Operations, Contact Centres, and Specialist Operations, as well as external partners in acute NHS Trusts, police, and fire services.Continuous Improvement: Horizon scan for future service needs, develop and implement improvement plans, and drive innovation in patient care.No Direct Line Management: Instead, you'll hold the authority to act and instruct across teams, influencing performance and patient flow at every level.

We welcome applications from:Registered clinicians (HCPC Paramedics, NMC Registered Nurses, or equivalent) with a passion for operational excellence.

Why Join SECAmb?Create and Shape the Role: This is a new position--your expertise and vision will help define how we deliver care for years to come.

About us

• Option to join NHS pension scheme
• A minimum 27 days' holiday each year, increasing after 5 years' service.
• Personal and professional development and training opportunities.
• Salary Sacrifice schemes for cars or push bikes.
• Access to occupational health and counselling services.
• Award winning wellbeing hub
• Access to NHS discounts, offering NHS employees a range of money-saving deals.

Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.

Details Date posted

19 December 2025

Pay scheme

Agenda for change

Band

Band 8a

Salary

£55,690 to £62,682 a year +USH and On-Call Allowance

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

278-SDM-1225-LH

Job locations

Medway MRC / Crawley HQ

Medway/Crawley

RH10 9BG

Job description Job responsibilities

How to Apply If youre ready to make a difference and help us deliver high-quality patient care, we want to hear from you!

Apply now and become part of a team where your leadership will shape the future of ambulance services

For further details or an informal conversation, please contact: Andy Rowe, Divisional Director of Operations orSimon Clarke, Head of Operations Integrated Care

Please Note:

Colleagues who recently interviewed for Band 8a positions as part of the restructure and were not appointable are not eligible to apply for these posts.

Job description Job responsibilities

How to Apply If youre ready to make a difference and help us deliver high-quality patient care, we want to hear from you!

Apply now and become part of a team where your leadership will shape the future of ambulance services

For further details or an informal conversation, please contact: Andy Rowe, Divisional Director of Operations orSimon Clarke, Head of Operations Integrated Care

Please Note:

Colleagues who recently interviewed for Band 8a positions as part of the restructure and were not appointable are not eligible to apply for these posts.

Person Specification Qualifications/ Training Essential

• Registered HCPC Paramedic, NMC Registered Nurse, or other recognised registered clinician.
• Evidence of continued professional development.

Desirable

• Relevant postgraduate qualification in healthcare or operational management (e.g. MSc, MBA).
• Incident Command or Major Incident Management training.

Knowledge Essential

• In-depth understanding of NHS ambulance service operations and ARP standards
• Working knowledge of Clinical Safety Plans, Major Incident Plans, and Business Continuity Plans.
• Familiarity with operational flow, hospital handovers, and system pressure escalation protocols.

Desirable

• Knowledge of NHS performance frameworks and integrated care systems.
• Working knowledge of Clinical Safety Plans, Major Incident Plans, and Business Continuity Plans.
• Awareness of equality, diversity, and inclusion principles in healthcare.

Experience Essential

• Experience in managing performance, patient flow, and service escalation.
• Experience in producing operational reports and communicating with senior leadership.
• Experience in managing performance, patient flow, and service escalation

Desirable

• Experience working across multi-agency environments (e.g. NHS, police, fire services).
• Previous experience in a 24/7 operational role or emergency control centre.

Skills Essential

• Excellent communication and negotiation skills, including in high-pressure or contentious environments.
• Ability to dynamically prioritise and allocate resources.

Desirable

• Skills in coaching or mentoring operational staff
• Project management skills

Personal Qualities Essential

• Resilient and calm under pressure.
• Compassionate, courageous, and acts with integrity.
• Full UK driving license.
• Willingness to work flexibly across sites and during major incidents.

Desirable

• Innovative and forward-thinking.
• Collaborative and inclusive leadership style.

Person Specification Qualifications/ Training Essential

• Registered HCPC Paramedic, NMC Registered Nurse, or other recognised registered clinician.
• Evidence of continued professional development.

Desirable

• Relevant postgraduate qualification in healthcare or operational management (e.g. MSc, MBA).
• Incident Command or Major Incident Management training.

Knowledge Essential

• In-depth understanding of NHS ambulance service operations and ARP standards
• Working knowledge of Clinical Safety Plans, Major Incident Plans, and Business Continuity Plans.
• Familiarity with operational flow, hospital handovers, and system pressure escalation protocols.

Desirable

• Knowledge of NHS performance frameworks and integrated care systems.
• Working knowledge of Clinical Safety Plans, Major Incident Plans, and Business Continuity Plans.
• Awareness of equality, diversity, and inclusion principles in healthcare.

Experience Essential

• Experience in managing performance, patient flow, and service escalation.
• Experience in producing operational reports and communicating with senior leadership.
• Experience in managing performance, patient flow, and service escalation

Desirable

• Experience working across multi-agency environments (e.g. NHS, police, fire services).
• Previous experience in a 24/7 operational role or emergency control centre.

Skills Essential

• Excellent communication and negotiation skills, including in high-pressure or contentious environments.
• Ability to dynamically prioritise and allocate resources.

Desirable

• Skills in coaching or mentoring operational staff
• Project management skills

Personal Qualities Essential

• Resilient and calm under pressure.
• Compassionate, courageous, and acts with integrity.
• Full UK driving license.
• Willingness to work flexibly across sites and during major incidents.

Desirable

• Innovative and forward-thinking.
• Collaborative and inclusive leadership style.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information 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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details Employer name

SECamb

Address

Medway MRC / Crawley HQ

Medway/Crawley

RH10 9BG

Employer's website

https://www.secamb.nhs.uk/ (Opens in a new tab)

Employer details Employer name

SECamb

Address

Medway MRC / Crawley HQ

Medway/Crawley

RH10 9BG

Employer's website

https://www.secamb.nhs.uk/ (Opens in a new tab)